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Senior Product Manager - Enterprise Service Management (Esm), India – Tech Ops Icc

Country : India India

Region : Karnataka

Town : Bengaluru

Category : Marketing

Contract type : Permanent

Availability : Full time

Job description

As an ESM Senior Product Manager, you will work within the Product Management & Agile Delivery group within the ESM department. ESM is responsible for many areas that fall within the larger Service Management umbrella:
* IT Service Management
* Operations Management
* Business Management
* Asset & Configuration Management
* Governance, Risk & Compliance
* Procurement
* HR Service Delivery
* Platform User Experience
Understanding our customers and the capabilities that we provide to them is a key part of this role. Building and managing customer relationships allows us to understand their business and deliver value to them.
As a Product Manager on the ESM team, you will be expected to play multiple roles:
* Product Manager
* Capability Owner
* Story Owner
* Knowledge Article Owner
* Incident Ticket Owner
* Request Ticket Owner
The responsibilities for each of these roles are outlined below.
PRODUCT MANAGER
* Understand your stakeholder's business and priorities while fostering collaborative engagement, sharing relevant information, and ensuring that their feedback is welcome and acted upon
* Advocate for our capabilities and their value to our stakeholders
* Map business needs to our capabilities to identify opportunities and gaps
* Drive and monitor stakeholder adoption and satisfaction
* Conduct quarterly business reviews with stakeholders
* Provide input and potential improvements to the Product Owner based on your stakeholder's business needs and operational usage
* Understand capabilities and capability roadmaps in order to provide information to stakeholders and inform their requirements
* Create and maintain a stakeholder roadmap for the next 1-4 quarters
* Manage the story backlog for your stakeholder requirements
* Work with the Capability owners to ensure that the necessary documentation and training are provided to stakeholders
* Manage the queue of incoming incident and requests assigned to the Product Management group
* Act as the story owner for stakeholder requirements
* Identify, escalate and remove roadblocks, triage defects, and provide clarity for customers on issues where appropriate
* Address stakeholder issues, including removing roadblocks and triaging defects
CAPABILITY OWNER
* Responsible for the overall capability, apart from any specific stakeholder group
* Drive capability alignment to industry best practices as well as overall simplification and automation
* Ensure that the capability meets business needs and provides effective and efficient operations
* Ensure that we have a complete, cohesive, scalable and supportable solution
* Define and establish appropriate policies, standards & guidelines
* Create and maintain a capability roadmap for the next 1-4 quarters
* Create and maintain training materials and delivery methods
* Create a maintain a prioritized backlog of ESM-driven stories to support the capability
* Identify and pursue opportunities for continuous improvement with a focus on maturing the solutioning, improving efficiency and effectiveness as well as automation
* Act as the KBA owner for all documentation to support the capability
* Act as the story owner for ESM-driven stories to support the capability
* Review and provide feedback on proposed enhancements and solutions
* Review and provide feedback on defect solutions
STORY OWNER
* Align updates and solutions with the capability owner
* Provide accurate and complete stakeholder requirements, including business justification, use cases, priority and acceptance criteria
* Manage stakeholder communications
* Work with Engineering on story requirements and solutions, highlighting risks and impacts on solution options
* Present story at sprint planning and/or submitting into a Kanban process
* Perform and/or coordinate unit, functional and user acceptance testing, product demos, and production validation
* Provide story information for release notes
KNOWLEDGE ARTICLE OWNER
* Ensure that the KBA meets the language and style guidelines.
* Create additional KBAs as needed, while avoiding duplication within the knowledge base.
* Ensure that all KBAs are accurate and complete, keeping KBAs as concise and modular.
* Act as the subject matter expert for the KBA, including responding to feedback.
* Perform regular reviews of the KBA and retire the KBA when it is no longer relevant.
INCIDENT TICKET OWNER
* Resolve incidents according to the defined service level agreements
* Perform analysis of the issue to determine what is happening and resolution options
* Recommend workarounds, when applicable
* Engage the right groups to help resolve the incident; create incident tasks to track work to be done by others
* Ensure everyone assigned to tasks on the incident are working to resolve the incident
* Ensure the information in the incident ticket is current, accurate and complete
* Keep the customer informed on the progress of their incident
* Escalate critical incidents as appropriate
REQUEST TICKET OWNER
* Review request tasks assigned to your group and assign to individuals for fulfillment
* Complete the work associated with the task in a timely manner
* Ensure the information in the request is current, accurate and complete

Profile

What We're Looking For:
* Bachelor's Degree in related field and minimum 2 years of relevant business experience
* In-depth understanding of the Agile principles and methodologies (such as Scrum, Kanban, LEAN) and how they're applied in workplace culture; related certifications are a plus
* Hands-on experience working with Agile teams as a product manager, owner or related role
* Knowledge and experience of Service Management and ITIL principles, methodologies and tools; related certifications are a plus
* Strong process and project management knowledge and experience
* Able to solve complex problems and take a new perspective on existing solutions
* Critical thinker with proven track record of effectively leading execution and value through highly matrixed teams
* A 'completer-finisher' taking accountability for ideas from inception to delivery, including robust metrics to confirm success
* Must be able to operate in a transforming, fast-paced, complex, high-visibility environment with multiple competing priorities
* Comfortable under pressure with the ability to manage to tight deadlines while maintaining quality and managing to an acceptable level of risk
* Strong skills in building positive relationships with internal and external customers, with a strong commitment to customer service and teamwork
* Must excel working in team-oriented roles that rely on ability to collaborate with others
* Self-directed and comfortable working in ambiguous environments
* Strong information seeking skills and drive to make things happen and get results
* Must be results oriented and make constant progress towards goals
* Ability to work independently while making sure that you have alignment on direction
* Must be able to understand business issues, find creative ways to solve problems, and make sound decisions that benefit Nike
* Strong analytical skills, including a thorough understanding of how to interpret business needs and translate them into operational requirements
* Hands-on creation of key artifacts including use cases, user stories and user acceptance criteria
* Ability to see the big picture and implications while still being detail-oriented
* Exceptional written, verbal, and interpersonal communication skills and the ability to interact professionally with a diverse group of stakeholders, developers and subject matter experts
* Ability to elicit information, actively listen, dialogue freely, verbalize ideas effectively, negotiate tense situations successfully, and manage and resolve conflict
* Proven presentation and facilitation skills
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