Senior Product Manager - ESM (Scrum) | Multinational Fortune 500 Leading Giant | 12-16 years (BB-E09BD)

Found in: Neuvoo Premium IN


About the Role:
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.

- 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.
- 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.

- 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

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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