Product Owner - ITSM

Job Purpose:

Primark Technology is about to embark on a transformation journey to support business strategy which includes modernising our operating model as well as technology architecture. The ITSM Platform Product Owner will be accountable for the ongoing management and development of the core ITSM system (ServiceNow), associated ITSM tools as well as monitoring and reporting on the quality and compliance of IT Services & Processes. The role will enhance the quality and scope of ITSM tools and solutions, collaborate with various stakeholders and vendors to ensure successful progression of the product roadmap and identify opportunities to improve the customer experience as well as internal efficiencies across the technology teams.

Key Responsibilities: Accountable for the Service Now Platform, creating the overall roadmap and shaping demand for enterprise platform consumption Has ownership and oversight of the ServiceNow instances, the core platform team, and any escalations Optimize the platform and manage the implementation of upgrades, integrations, and new modules in ServiceNow. Manage product backlog and sprint planning. Collaborate with stakeholders and process owners to maximise value, identify and deliver automation opportunities. Lead and support ITSM tool and process development to enhance all aspects of IT Operations with a key focus on improving colleague experience, delivering automation and cost reduction. Define and implement roadmap for all IT Tooling and support the ongoing ITSM Strategy. Provide advice and support to various stakeholders as ITSM SME and ensure all relevant project and operational documentation is maintained along with required training plans. Design, implement and maintain IT Metrics, dashboards, and reporting at operational, tactical and governance levels. Knowledge & Experience Required: At least 5+ years of experience in the field of ITSM tooling operations and development. ServiceNow Platform management and certification ITIL 4 Certification Experience in data analysis and reporting Experience using monitoring tools such as AppDynamics, Splunk and Dynatrace Experience supporting applications in a public cloud environment such as GCP, AWS would be an advantage. An appropriate degree, equivalent qualification or experience Successful candidates will: Be a passionate and visionary technologist able to inspire others to challenge and disrupt the current reality to co-create a compelling technology-orientated future business by: being able to scan potential technologies (established, emerging and emergent) finding ways to translate that into business opportunities and most importantly of all, able to take people along with you, empowering new ways of working and successfully executing on those opportunities Service mindset acquired through supporting critical applications Have a passion to automate everything, everywhere! Strong problem-solving abilities in a complex multi-tier technical environment You will be a great communicator across different stakeholder groups You'll want to champion the Service culture and help drive adoption