Service Desk Product Owner

The Service Desk Product Owner is responsible for defining and prioritizing product features and ensuring that the product meets the needs of IT and the business. The Product Owner works closely with cross-functional teams to develop, design/re-design, and drive the product vision and roadmap.

Key Responsibilities:

• Product Strategy & Vision:

  • Drive the product vision and roadmap for the Service Desk, ensuring alignment with business needs.
  • Collaborate with cross-functional teams to develop, design, and improve workflows within the ATLASSIAN JIRA platform.

• Process Design & Improvement:

  • Design, implement, and manage business processes and workflows to improve operational efficiency and effectiveness.
  • Identify opportunities for process improvement and automation to streamline workflows.
  • Evolve the Service Desk to reduce dependency on telephone contacts, enhancing self-service capabilities.
  • Re-design and implement workflows for future use with automation and Chat.

• Content & Knowledge Management:

  • Lead efforts to create knowledge articles and content that empower users to resolve incidents and service requests without involving Service Desk agents.

• Automation & Chat Functionality:

  • Implement and optimize Chat functionality for Service Desk agents to improve support processes.

• Collaboration & Alignment:

  • Work with cross-functional teams to ensure alignment of workflows with business objectives.
  • Provide guidance and support to team members, ensuring adherence to defined processes and workflows.

• Documentation & Training:

  • Develop and maintain process documentation, standard operating procedures (SOPs), and training materials.
  • Create and update process maps and workflows to visually represent existing and proposed processes.

• Monitoring & Performance Metrics:

  • Monitor and analyze workflow metrics to identify trends, areas for improvement, and opportunities for optimization.
  • Develop and maintain key performance indicators (KPIs) to measure the effectiveness of process improvements.

• Continuous Improvement:

  • Stay current with emerging trends and best practices in business process management and apply these insights to continuously enhance workflows.

Qualifications:

• Education:
  • Degree in Business Administration, Information Systems, or a related field.
• Experience:
  • 5+ years of experience in Service Desk, workflow management, process improvement, or a related field.
• Skills:
  • Strong understanding of business operations and process improvement methodologies.
  • Experience with workflow automation tools.
  • Excellent communication and interpersonal skills.
  • Strong analytical and problem-solving skills.
• Additional Qualifications:
  • Experience with project management methodologies and tools, such as Agile or Scrum, is a plus.