Location: Outside Chicago
Salary: Base $140-165K
Position Overview
Are you ready to be a trailblazer in IT Service Management and Operations? We are seeking a dynamic Lead IT Service Management ServiceNow Product Owner to spearhead our global commercial vehicle client's Digital Transformation Journey.
In this pivotal role, you’ll lead the architecture and oversight of a technical team dedicated to the daily support and administration of IT Service Management (ITSM) and IT Operations Management (ITOM). As the commercial vehicle industry undergoes its most significant transformation in a century, we are at the forefront, driving change and innovation. We are on a mission to redefine transportation with bold digital transformation, ushering in a new era of comprehensive and sustainable transport solutions.
We are not just building trucks - we’re forging the future of mobility. As a global industry pioneer, we are assembling a team of makers, problem solvers, and future world builders. Together, we are not just imagining a better world - we’re shaping it, one innovative solution at a time.
Be a part of the journey towards a brighter, more connected tomorrow.
The Client: We are representing a leading company in the commercial vehicle industry, renowned for its innovative approach to manufacturing. This industry pioneer is dedicated to redefining transportation through a bold digital transformation, focusing on delivering comprehensive and sustainable transport solutions. As a global leader, this company is at the forefront of technological advancements, striving to build a brighter, more connected future for mobility.
Responsibilities:
- Execute and support an IT strategy to drive adoption of ITSM and ITOM best practices.
- Foster continuous service delivery optimization and improvement.
- Build enduring relationships to promote collaboration and knowledge exchange.
- Develop and manage a roadmap for organizational excellence in ITSM services, procedures, and tools.
- Champion the benefits of ITSM and ITOM processes, including Incident, Problem, Change, Request, Enterprise Monitoring, and CMDB.
- Build, publish, and drive the utilization of the service catalog from the IT Self-Service Portal.
- Implement business process automation across the IT organization.
- Oversee processes to ensure Service Level Agreements (SLAs) are published and met by IT teams.
- Develop performance measures and consistently report metrics to process stakeholders at all levels.
- Provide technical and thought leadership for integrations and development of ITSM tools while promoting best practices.
- Mentor service and process managers on ITSM concepts.
Minimum Requirements
- Bachelor's degree with at least 8 years of software engineering experience, including 1 year in a lead role.
- Master's degree with at least 6 years of software engineering experience, including 1 year in a lead role.
- At least 10 years of software engineering experience, including 1 year in a lead role.
Additional Requirements
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Must be legally authorized to work in the United States on an unrestricted basis (US Citizen, Legal Permanent Resident, Refugee, or Asylee). Employment sponsorship is not available.
Desired Skills
- Proven experience in ITSM.
- Extensive experience with ServiceNow and SolarWinds.
- Experience with ServiceNow CMDB and the CSDM framework.
- In-depth knowledge of IT Service Management (ITIL) frameworks.
- Fundamental understanding of key technologies relevant to ServiceNow implementations, including SSO, SAML, Web Services, LDAP, REST, JavaScript.
- Ability to influence and consult on pros, cons, and risks.
- Provide thought leadership in solving business processes and technical problems.
- Analyze data findings to develop actionable recommendations.
- Excellent communication skills to explain complex practices in clear and simple terms.
- Experience in leading process improvement and organizational change initiatives.
- Expertise in customer service and contact center services, performance, and new generation capabilities.
- Strong presentation, time management, and collaboration skills.
- Ability to work independently with minimal direction.
- Collaborate effectively with individuals from diverse cultural backgrounds.
Embrace this opportunity to shape the future of IT Service Management and Operations. Apply now and be part of our transformative journey!
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