ServiceNow Product Manager
7 days ago
TN Norway is seeking a highly skilled ServiceNow Product Manager to lead the delivery of ServiceNow projects. As a key member of our team, you will ensure that our ServiceNow product meets our needs by collaborating with relevant stakeholders and achieving the objectives of the work pack.
About the Role:
In this role, you will be responsible for leading the delivery of ServiceNow projects, ensuring alignment with concurrent initiatives across other project teams within the Superior Customer Experience (SCE) Program at TN Norway. You will gather requirements, manage the product backlog, and validate business analyst priorities and needs. Additionally, you will support vision and roadmap development along with the program manager to be fulfilled by the development teams, ensuring alignment with business goals and strategic objectives.
Key Responsibilities:
- Project Delivery Ownership: Lead the delivery of ServiceNow projects, ensuring alignment with concurrent initiatives across other project teams within the SCE Program at TN Norway.
- Requirement Gathering and Backlog Management: Gather requirements, manage the product backlog, and validate business analyst priorities and needs.
- Vision and Roadmap Development: Support vision and roadmap development along with the program manager to be fulfilled by the development teams, ensuring alignment with business goals and strategic objectives.
- Stakeholder Communication: Act as the primary contact between stakeholders and development teams to ensure clear communication and understanding.
- ServiceNow CSM Module Implementation: Oversee the design and implementation of the ServiceNow Customer Service Management (CSM) module, ensuring it meets business requirements and industry standards.
- Stakeholder Collaboration: Work with internal and external stakeholders, including consulting teams, to maximize product value.
- Continuous Improvement and Maintenance: Lead the continuous development, deployment, and maintenance of ServiceNow capabilities in CSM to improve customer service operations and overall customer satisfaction in line with the SCE Program vision.
Preferred Qualifications:
- Bachelor's or master's degree in computer science, information systems, business administration, or related field.
- ServiceNow Certified Implementation Specialist (CISCSM) certification.
Experience:
- Minimum of 3 years of experience as a product owner or similar role, focusing on ServiceNow and customer service management.
- Experience supporting customer service, sales support, technical support, or contact center units.
- Proficiency with Agile/Scrum methodologies and tools.
Technical and Functional Knowledge:
- Strong hands-on experience with ServiceNow, particularly in the Customer Service Management module.
- Proficiency in managing workflows, business rules, UI policies, and other ServiceNow components.
- Deep understanding of customer service processes and case management best practices.
- Experience in implementing and optimizing customer service solutions.
Other Skills:
- Excellent communication skills with the ability to work effectively with cross-functional teams.
- Strong analytical and problem-solving abilities.
- Proven track record of managing complex projects and delivering high-quality results.
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