Senior Technical Product Manager - ITSM Platforms (ServiceNow & Jira) at Get It Recruit - Hospitality

Company Description

We are proud to be one of the most recognized brands globally, with a presence in over 100 countries, serving 70 million customers daily. As the leading force in the food service industry, our legacy of innovation and hard work continues to drive us forward.

From drive-thru updates to delivery and mobile order and pay, we are innovating rapidly and growing. Joining our team means thinking big and preparing for a career that can have a global impact.

We see every day as an opportunity to create a positive impact. Our values are centered on inclusivity, service, integrity, community, and family. We are dedicated to using our scale for good: good for our customers, people, industry, and planet.

Remote Work & Collaboration

While Most Of Us Are Working Remotely During COVID-19, We’re Excited To Return To Our State-of-the-art Headquarters In The Bustling Downtown Area, Designed To Be a Global Hub That Fosters Collaboration

• Take classes at our in-house training center
• Sample future items in our Test Kitchen
• Utilize the latest technology to connect with your team around the globe
  
  

Responsibilities & Accountabilities

• Manage a strategically important suite of ITSM technology products, owning the definition of the product roadmap.
• Coordinate integration and maintenance of tools and processes with ITSM platforms including ServiceNow, Jira, and PagerDuty.
• Lead the team in alignment with business strategy, roadmap, and platform governance.
• Articulate the vision and improve the business value of building, supporting, and developing ITSM platforms.
• Maintain overall ownership and oversight of ITSM platform instances and management of critical issues.
• Preside over design configuration decisions to ensure alignment with the platform design strategy.
• Shape demand for enterprise consumption and facilitate activities through training, testing, release, and post-release support.
• Outline vendor partnerships and platform support team planning.
• Continuously evaluate and improve platform health to ensure secure and efficient systems.
• Work with the development team to handle backlog and prioritize development activities.
• Lead a team managing ITSM platform costs and chargebacks.
• Maintain a strategic focus while also providing hands-on management.
• Remove bottlenecks to enable team independence and encourage proactive identification of gaps and opportunities.
• Coach junior technical product managers to enhance their skills and capabilities.
  
  

Salary Range

\(146,350 - \)186,590 per year.

Basic Qualifications

• 12+ years of technical product management or relevant experience with a Bachelor's degree, or 8+ years of relevant experience with a Master's degree.
• 7+ years of experience as a ServiceNow product manager.
• 1-3 years of experience as a Jira product manager.
• Significant experience partnering with service providers and leading support teams.
• Experience integrating ITSM platforms with cloud-based platforms, such as AWS, Azure, or Google Cloud.
• Understanding of Dev/Ops and CICD pipelines related to automation and integration with ServiceNow.
• Strong problem-solving skills and attention to detail for effective solutions.
• Ability to embody our core values: Serve, Inclusion, Integrity, Community, and Family.
• Strong collaboration skills and adaptability in a rapidly evolving environment.
  
  

Preferred Qualifications

• New Product Integration (NPI) experience.
• Understanding of data analytics, machine learning, and mathematical optimization.
• Experience with monitoring and event management tools like New Relic.
• Knowledge of Configuration Management Data Base (CMDB) and Asset Management.
• Experience in PagerDuty administration.
• Agile Practitioner certification.
  
  

Diversity & Inclusion Commitment

We are committed to providing equal employment opportunities to all employees and applicants. We promote an inclusive work environment and encourage anyone to apply even if the specific requirements aren't all met.

Employment Type: Full-Time