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Sub-product Owner IT Service Desk
2 weeks ago
Job Description:
As the Sub-Product Owner for our IT Service Desk, you will play a crucial role in overseeing the efficient and effective delivery of IT services to our clients.
You will collaborate closely with cross-functional teams, stakeholders, and vendors to ensure the successful implementation of ITSM processes and methodologies.
Your technical expertise and leadership will be instrumental in enhancing our IT operations and driving continuous improvement.Responsibilities:
- Work closely with the Product Owner to define the vision, strategy, and roadmap for the IT Service Desk product.
- Collaborate with stakeholders to gather requirements and translate them into user stories and acceptance criteria.
- Oversee the implementation and maintenance of IT Service Management (ITSM) processes and frameworks, including ITIL, to ensure the smooth operation of the service desk.
- Manage IT service delivery, ensuring SLAs and KPIs are met or exceeded.
- Drive the adoption of Agile methodologies, DevOps practices, and project management principles within the IT Service Desk team.
- Utilize JIRA and Confluence to manage projects, track progress, and facilitate collaboration.
- Provide technical expertise in Data and Analytics, including tools such as QlikView, to support decisionmaking processes.
- Stay updated on emerging technologies, particularly in the areas of Artificial Intelligence (NLP, ChatBots, and Machine Learning) and Office 365, and identify opportunities for their implementation within the service desk.
Qualifications and Skills:
- Bachelor's degree in Computer Science, Engineering, or a related field.
- Extensive experience in IT Service Delivery Management, preferably in a leadership role.
- Strong knowledge of IT Operations Frameworks, such as ITIL, and experience implementing ITSM processes.
- Proficiency in Project Management methodologies and Agile practices.
- Familiarity with DevOps principles and tools.
- Excellent understanding of Service Desk Methodology.
- Demonstrated experience in Provider/Contract Management, including SLAs and KPIs.
- Technical expertise in Data and Analytics, including tools like QlikView.
- Knowledge of Artificial Intelligence technologies, including NLP, ChatBots, and Machine Learning.
- Experience with Office 365 and its associated tools.
- Excellent communication and interpersonal skills, with the ability to collaborate effectively with crossfunctional teams and stakeholders.
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