ServiceNow ITSM Product Manager

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Job Description

The Future Begins Here

At Takeda, we are leading digital evolution and global transformation. By building innovative solutions and future-ready capabilities, we are meeting the need of patients, our people, and the planet.

In this role, you will have the opportunity to boost your skills and become the heart of an innovative engine that is contributing to global impact and improvement.

At Takeda’s ICC we Unite in Diversity

Takeda is committed to creating an inclusive and collaborative workplace, where individuals are recognized for their backgrounds and abilities they bring to our company. We are continuously improving our collaborators journey in Takeda, and we welcome applications from all qualified candidates. Here, you will feel welcomed, respected, and valued as an important contributor to our diverse team.

Objectives/Purpose

• ServiceNow ITOM Product Owner will work in close partnership with the user community and other stakeholders across Takeda’s Data Digital & Technology and various Business Units, you will translate a product vision and business/user needs into powerful, functional, and well-integrated software products that enhance productivity and drive a superior user experience.
• Drive customer satisfaction beyond SLA of support services provided for the ServiceNow platform
• Translate a product vision and business/user needs into powerful, functional, and well-integrated software products that enhance productivity and drive a superior user experience.

Accountabilities

Key Responsibilities

• Has ownership of the ITOM product strategy, product design, product development and product launch of ServiceNow ITSM modules, including Incident Management, Change Management, Release Management, Knowledge Management, Problem Management, DevOps and Continual Service Improvement. 
• Accountable for holistic product vision, delivery, and value realization across products
• Set product strategy and roadmaps consistent with DD&T priorities and sets vision and direction for the team.
• Develop product vision and strategy and synchronize it with ServiceNow Platform and product owners responsible for adjacent products (e.g. ITOM) 
• Collaborate with stakeholders to gather requirements, prioritize features, and ensure the alignment of ITSM initiatives with business objectives. 
• Conduct user research, usability testing, and feedback sessions to enhance the usability and effectiveness of ITSM applications. 
• Customize and optimize ServiceNow ITSM modules to meet user needs and enhance service delivery efficiency. 
• Drive the development of mobile applications and responsive designs to provide seamless access to IT services management on various handheld and wearable Technology. 
• Provide guidance and training to operation and business teams on ServiceNow ITSM features and functionalities to make work life better.
• Make sure the team correctly understands the requirements and pprioritize features with development teams and ensure successful releases. 
• Lead team through the process of defining product requirements ensuring they are complete, integral, consistent, and the sole source of requirements for the team. 
• Build a backlog of user stories, prioritize items to achieve business goals and continuously update together with the team. 
• Create a stakeholder engagement plan and focus on delivery, release plans, and communicating progress to stakeholders 

Dimensions and Aspects

• ServiceNow Certified Administrator (preferred)
• ServiceNow Certified IT Service Management (ITSM) Implementation (Preffered)
• Experience with UI Actions, UI Policies, Glide records, Script Includes, Business Rules, & ACLs within the ServiceNow framework (preferred)
• Fundamental understanding of the key technologies relevant to the ServiceNow integration solutions including SSO, SAML, SSL, Web Services, REST, LDAP, JDBC, ODBC. (required)
• Hands-on administration and troubleshooting experience with the ServiceNow platform
• ServiceNow Developer Certification desired

Leadership

• Ability to priorize in a complex environment
• Direct strategic vendors and internal service providers ensuring the alignment of ServiceNow operational requirements
• Maintain relationships with the compliance, quality and information security teams ensuring beyond compliance quality and security of the platform
• Maintain relationships with the business and IT stakeholders to ensure ServiceNow platform operations support ongoing and future service needs
• Foster a diverse workplace that enables all participants to contribute to their full potential in pur-suit of organizational objectives.
• Ability to manage a small team of experts and analysts.

Decision-making and Autonomy

• Works independently with minimal direct supervision.
• Leverage independent Judgment to determine optimal methods of task completion and work prioritization.
• Adherence to Takeda Policies, Processes and Standards
• Authority to delegate Tasks and Responsibilities to other (external) team-members

Interaction

• External Partners providing Services to Takeda.
• UAMS team
• ServiceNow Platform Architect
• ServiceNow Product Teams including business analysts and architects
• Service Integration Team
• Service Governance Team
• Quality and Compliance Teams
• Information Security Teams
• Other teams and stakeholders using ServiceNow products at Takeda (HR, Takeda Business Solutions, Research and Development, etc)

Innovation

• Willing to take risks while championing new ideas in the interest of improving the end user experience.
• Abilty to discover and drive industry best practices in the area of the ServiceNow Platform operations.

Education, Behavioural Competencies and Sikills

• Bachelor's degree in Computer Science or related field or equivalent experience.
• 7+ years of relevant technical experience including 5+ years of the ServiceNow platform experience in a senior technical role
• Strong emphasis on Customer service and providing best-in-class end-user support.
• Sense of urgency and excellent prioritization skills and ability to work under time pressure
• Ability to solve complex technical and business problems.
• Ability to coordinate projects and interact management.
• Ability to work effectively in a team environment.
• Self-starter; ability to work independently with minimal supervision.
• Knowledge of ServiceNow platform.
• Excellent verbal and written communication skills.
• Excellent judgment and customer interaction skills.
• Technical certifications and experience in the healthcare field and qualified/validated systems are a plus.

Preferred technologies:

ServiceNow Platform, JavaScript, Angular, Seismic, MySQL/MariaDB, SAML, SSL, Web Services, REST, JDBC

Benefits 

It is our priority to provide competitive compensation and a benefit package that bridges your personal life with your professional career. Amongst our benefits are: 

Competitive Salary + Performance Annual Bonus 

• Flexible work environment, including hybrid working 

• Comprehensive Healthcare Insurance Plans for self, spouse, and children 

• Group Term Life Insurance and Group Accident Insurance programs 
• Health & Wellness programs
• Employee Assistance Program 
• 3 days of leave every year for Voluntary Service in additional to Humanitarian Leaves 
• Broad Variety of learning platforms   
• Diversity, Equity, and Inclusion Programs 
• Reimbursements – Home Internet & Mobile Phone 
• Employee Referral Program 
• Leaves – Paternity Leave (4 Weeks) , Maternity Leave (up to 26 weeks), Bereavement Leave (5 days) 

About ICC in Takeda 

• Takeda is leading a digital revolution. We’re not just transforming our company; we’re improving the lives of millions of patients who rely on our medicines every day. 
• As an organization, we are committed to our cloud-driven business transformation and believe the ICCs are the catalysts of change for our global organization. 

#Li-Hybrid

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