IT Product Manager

Essential Duties/Responsibilities

• Manages one or more IT application products. Serves as the primary product liaison between end-users and the Digital, Strategy, and Technology Department. Drives product adoption to achieve business outcomes and ensures a positive end-user experience and understanding.
• Identifies and aligns product vision and goals to the DST strategic plan to position products to maximize customer value.
• Responsible for creating and maintaining the product roadmap and managing the product lifecycle, upgrades, updates, and release schedule.
• Creates and owns product-related feedback loops and associated actions as a result of customer feedback.
• Responsible for the success of organization change management efforts related to the product. This includes creating change plans, communication plans, and risk/mitigation plans.
• Drives product adoption by providing training documents and resources, job aides, and in-person training. Responsible for sharing training-related metrics.
• Creates a product adoption scorecard to measure user adoption and reports scorecard to leadership and key stakeholders.
• Owns and prioritizes the product backlog to balance customer needs and technical feasibility, resolving escalations and driving timely delivery.
• Identifies and tracks metrics to measure business outcomes to recommend areas of improvement.
• Manages product-vendor and product-stakeholder relationships, including the features roadmap, maintenance and patching schedule, associated contracts, license costs, and ensures license entitlement accuracy.

• Creates a vendor adoption scorecard to measure vendor performance, including service level agreements, feature requests, incident resolution, etc. Reports vendor scorecard to leadership and key stakeholders.
• Has a thorough understanding of business processes and creates initiatives to execute how products can be applied to solve business challenges.
• Determines underutilized product features and upcoming functionality from the product vendor to execute initiatives that increase value.
• Implements product governance, including documentation of architecture, processes, and configuration.
• Create projects based on the voice of the customer, acting as a business relationship manager when needed.
• Leads the planning, delivery, measurement, and continuous improvement of core ITIL services for their product. This includes incident, problem, change, and request management. Ensures ITIL processes align with organizational goals, enhances service quality, and collaborates with stakeholders to improve user satisfaction.

Supervision Exercised: This classification does not have supervisory authority; however, may be required to provide expertise or limited guidance or direction to employees, such as overseeing work quality, training, and guidance.

Typically serves as a subject matter expert on the scope of functional area.

Supervision Received: Receives general supervision. This classification typically performs job duties by following established standard operating procedures and/or policies. Regular direction, guidance, and coaching from supervisor may be expected. There is a choice of the appropriate procedure or policy to apply to duties. Performance reviewed periodically.

Qualifications

Knowledge, Skills & Abilities

• Must be a self-starter with the ability to learn independently and become proficient with an unfamiliar product's capabilities within a short timeframe.
• Demonstrated expertise taking initiative and driving innovation.
• Strong project management skills including creating project scope, schedules, budgets, and resource documentation.
• Must have excellent interpersonal and communication skills with both technical and non-technical audiences.
• Must have excellent facilitation and conflict management skills.
• Must have strong customer service, teamwork, and contract management skills.
• Must possess a high level of professionalism and integrity to handle sensitive and confidential situations and information.
• Skilled in writing and maintaining accurate records, reports, and plans to meet management objectives.
• Ability to negotiate and influence outcomes with IT managers and stakeholders through the decision-making process.
• Ability to make critical decisions promptly.
• Ability to build trust and strong working relationships with co-workers, staff, and vendors.
• Maintain regular and punctual attendance.

Required Education & Experience

• Bachelor's degree in computer science, information systems, project management, business administration, or related field.

• Four years of related professional experience may substitute for the required degree.

• Three years of experience in one or more of the following areas:

• Product Owner/Manager
• Agile Project Manager/Scrum Master
• Business Management
• Professional experience in a product, technical, business, or related field

Preferred Education & Experience

• Three years of experience managing the implementation of one of the following products:

• ServiceNow
• Microsoft 365 applications, including Power Apps, Power Automate, SharePoint, Teams, etc.
• Microsoft Office including Word, Excel, PowerPoint, PowerBI, etc.
• Saas solutions
• UKG time and attendance