BCforward

ServiceNow ITSM Product Owner

ServiceNow ITSM Product Owner

BCforward is currently seeking a highly motivated ServiceNow ITSM Product Owner Fully Remote

Position Title: ServiceNow ITSM Product Owner

Location: Remote

Anticipated Start Date: ASAP

Please note this is the target date and is subject to change. BCforward will send official notice ahead of a confirmed start date.

Expected Duration: 6+ Months

Pay Range: $55-$60/hr

Please note that actual compensation may vary within this range due to factors such as location, experience, and job responsibilities, and does not encompass additional non-standard compensation (e.g., benefits, paid time off, per diem, etc.).

Job Description:

The Knowledge Management Product Owner/Process Owner will be joining a team that is transforming the ITSM, HRSD and User Experience landscape across the enterprise. Client is undertaking a multi-year initiative to rethink, harmonize, and deliver a suite of cutting-edge products and services to its employees. Central to this goal is the delivery of unified ITSM and HRSD processes and platforms.

The Knowledge Management Product Owner/Process Owner has the overall responsibility for ensuring the suitability of the Knowledge Management process to the organization.

The Knowledge Management Product Owner/Process Owner, within the IT Service Management and HR Service Delivery organizations, will be responsible for driving the strategy for Knowledge Management. This role requires the continual review of ITSM and HRSD Platform tools (ServiceNow) for updates or enhancement to the technology to identify changes that impact current process or offer opportunities to improve process. This role will also be responsible for maintaining the relationship between the Knowledge Management process and other related processes, working closely with both the platform team and other process leads and owners. This role will work closely with the Change Management Enablement team to ensure that updates or enhancements to Knowledge Management (ServiceNow) are communicated across the RTX Enterprise, allowing for successful implementation of the Knowledge Management Process.

Responsibilities:

• Experienced in ServiceNow Knowledge Management
• Work with Business Unit leads to understand their Knowledge Management needs and ensure technical solutions are provided to meet the business need
• Identify gaps, pain points, duplications of effort, and overlaps and provide guidance and recommendations to harmonize the Knowledge processes across various business units
• Develop new and maintain process documentation for all aspects of the Knowledge Management process
• Continuous communication and coordination with internal team members, development teams, process owners and business stakeholders
• Define key performance indicators, critical success factors and metrics that reflect pertinent aspects of Knowledge Management
• Coordinate with the business stakeholders and subject matter experts to understand their business problem statements and needs
• Responsible for holistically understanding both the business and technical aspects of the ServiceNow platform modules
• Responsible for driving assigned work to completion
• Responsible for documenting detailed current and future state process and system requirements
• Determine objectives by studying business and technical functions, gather information and evaluate output requirements
• Contribute to the team effort by accomplishing related results as needed.
• Identifying risks and work with the ITIL process and technical leads
• Perform end to end system testing
• Understands ITIL processes and methodologies and ITIL foundations
• Understands Agile processes and methodologies
• SME for ServiceNow Knowledge Management

Years of Experience:

• Minimum 8 years' experience in the ServiceNow Platform

Education:

• BA degree and/or 8 years' experience in the ServiceNow Platform
• Typically requires a University Degree or equivalent experience with a minimum 8 years of experience, or an Advanced Degree and a minimum 5 years' experience

Preferred Qualification:

• ServiceNow Certified System Admin
• ITIL Certification
• SAFe Certification - Scaled Agile Framework
• Experience with small, mid, and large-scale organizational projects
• Ability to work effectively at all levels of the organization
• Advanced analysis skills and conceptual and critical thinking skills
• Experience in agile software methodologies with excellent communication skills
• Strong time management, managing multiple types of scope at the same time

Benefits:

BCforward offers all eligible employees a comprehensive benefits package including, but not limited to major medical, HSA, dental, vision, employer-provided group life, voluntary life insurance, short-term disability, long-term disability, and 401k.

About BCforward:

Founded in 1998 on the idea that industry leaders needed a professional service, and workforce management expert, to fuel the development and execution of core business and technology strategies, BCforward is a Black-owned firm providing unique solutions supporting value capture and digital product delivery needs for organizations around the world. Headquartered in Indianapolis, IN with an Offshore Development Center in Hyderabad, India, BCforward's 6,000 consultants support more than 225 clients globally.

BCforward champions the power of human potential to help companies transform, accelerate, and scale. Guided by our core values of People-Centric, Optimism, Excellence, Diversity, and Accountability, our professionals have helped our clients achieve their strategic goals for more than 25 years. Our strong culture and clear values have enabled BCforward to become a market leader and best in class place to work.

BCforward is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against based on disability.

To learn more about how BCforward collects and uses personal information as part of the recruiting process, view our Privacy Notice and CCPA Addendum. As part of the recruitment process, we may ask for you to disclose and provide us with various categories of personal information, including identifiers, professional information, commercial information, education information, and other related information. BCforward will only use this information to complete the recruitment process.

This posting is not an offer of employment. All applicants applying for positions in the United States must be legally authorized to work in the United States. The submission of intentionally false or fraudulent information in response to this posting may render the applicant ineligible for the position. Any subsequent offer of employment will be considered employment at-will regardless of the anticipated assignment duration.

Interested candidates please send resume in Word format Please reference job code 239983 when responding to this ad.