Digital Product Manager – ServiceNow

About the Role ">

The University of Miami is seeking a highly skilled Digital Product Manager – ServiceNow to join its team. As a key member of the IT department, you will be responsible for leading the resolution of ServiceNow operational issues, assisting in developing the backlog and strategic roadmap, and directing support staff to ensure timely completion of work.

Main Responsibilities:

• Partner with stakeholders to maintain and advance ServiceNow.
• Champion the product internally and externally, promoting rapid adoption and resolving production issues.
• Stay current with ServiceNow and associated standards like ITIL, Project Management, Quality Assurance, and Compliance.
• Direct ServiceNow support staff daily to prioritize between operational needs and product advancement activities.
• Assist the Product Owner in defining and prioritizing the product backlog, translating high-level requirements into user stories, and performing acceptance testing.
• Monitor ServiceNow production issues and ensure timely resolution.
• Work with IT leadership to establish reports and KPIs that track overall IT operations status.
• Project Management activities, including participating in and leading scrum meetings, leading minor change efforts, and assisting project managers assigned from the PMO.
• Fulfill the role of ServiceNow Subject Matter Expert and Quality Assurance Analyst as needed.

Requirements:

• Bachelor's degree required; major in relevant information technology or business field preferred.
• ServiceNow certification preferred (Application Specialist, Architect, Developer, or Systems Administrator).
• Minimum Five (5) years' experience with ServiceNow required.
• Five (5) years' healthcare or higher education experience preferred.
• Demonstrated knowledge of Agile Methodology concepts like sprint, scrum, backlog, stories, etc.
• Experience partnering with internal and external stakeholders to customize, configure, and enhance ServiceNow.
• Outstanding oral and written communication skills.
• Strong attention to detail to ensure accuracy and completeness.
• Organized and detailed oriented.
• Background supporting various aspects of ServiceNow and IT Operations.
• Demonstrated ability to safely work with sensitive data.
• Excellent interpersonal skills.
• Project management skills including Agile.
• Highly self-motivated.
• Extraordinary prioritization, time management, and multi-tasking skills.

Benefits:

• Competitive salaries.
• A comprehensive benefits package including medical, dental, tuition remission, and more.