GDS Consulting_ServiceNow Technical Architect Manager

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Ernst &Young LLP  
Job Description       
Job Title:
ServiceNow Product & Service Manager    Job Code:     FLSA Status: 
Career Path:

Function: (Category for Job Posting)
Rank Code: Senior
Grade: 
Primary Owner:
Sub Function: 

Reports to (Job Title): ServiceNow Practice Leaders   

Job Summary: The manager is the person ultimately responsible for the success of a product or service and has content authority for the product backlog. They are responsible for identifying customer needs, prioritizing features, and developing the product’s vision and roadmap.   The product manager has clear content authority to take responsibility for continuously defining, prioritizing, and validating requirements.

Essential Functions of the Job:
•    Defines the actual work that will be accomplished and the features that will be built within each release
•    Plans the overall capacity for the release, objectively measuring each feature to ensure they are always delivering the most value to customers
•    Grooms existing product backlog with the business stakeholders
•    Defines, maintains and communicates product roadmap
•    Determines customers' needs and desires by specifying the research needed to obtain information
•    Recommends the nature and scope of present and future products by reviewing product backlogs, specifications and requirements; appraising new product ideas and/or product changes
•    Aids in determining cost model and forecasting volume
•    Review service level performance for product and outline service improvement plan where necessary
•    Outlines operational requirements by scheduling and assigning employees; following up on work results.
•    Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; participating in professional societies.
•    Contributes to team effort by accomplishing related results as needed. 

Knowledge and Skills Requirements:

Must possess:
•    2-5 years of ServiceNow product knowledge 
•    Excellent verbal and written communication skills
•    Highly proficient presentation skills including use of powerpoint 
•    A working knowledge of Agile Development / Extreme programming methods

Ability to:
•    effectively communicate with all levels of the organization globally
•    demonstrate analytical and problem solving skills
•    work on multiple overlapping projects

Supervision Responsibilities:
Works across ServiceNow oriented Agile delivery team 
Other Requirements:
The role may also require the periodic allocation of additional time on the job to support multiple demands and escalating issues and some travel to support change or planned project activities.

Job Requirements:
Education:
College degree in related technology field (Computer, Engineering, Science, etc.) or comparable job experiences 

Experience:
Approximately 3 to 5 years of experience in a product manager or service owner role
ITIL Service Manager certification or equivalent work experience a plus
5+ years of ServiceNow development experience is an advantage
Able to exhibit a progression of increasingly complex job responsibilities during the period.  
Overall 5-8 years of work experience.

Note: 
This job description is intended as a guide to reflect the principal functions of the job.  However, it is not an all-inclusive listing of the required job functions and functions may vary depending on the particular geographic location of the job and/or the manager.  Further, the job description is subject to change at the discretion of management.

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