JOB SUMMARY

Hybrid position - will be onsite one day per week

This position serves as a Process Owner for the Business Squad, managing a team of analysts to design, execute, and continuously improve IT processes and products. The role drives Agile delivery, assists in the backlog prioritization, and governance across the Business Apps portfolio, ensuring alignment with organizational goals and KPIs.

The Process Owner works tactically to carry forward the strategic vision through goals and sprint planning, ensuring value-driven delivery. This position oversees critical ITSM process areas (Request, Incident, Change, Knowledge, Problem, Configuration, Asset Management, Reporting) and acts as the Product Owner for technologies supporting these processes.

The role also ensures redundancy and domain expertise for First Line sub-products, which include Public Safety, Environmental Care, Emergency Management, and Building Automation Systems, while fostering Agile transformation and operational excellence.


ESSENTIAL FUNCTIONS OF THE ROLE

 

Participate in Agile ceremonies: sprint planning, backlog refinement, daily stand-ups, demos, and retrospectives.Develop and maintain product roadmaps and prioritize backlog items based on business value.Translate business needs into user stories and acceptance criteria.Promote consistency and operational efficiency across IS through process design and governance.Manage process and technology enhancement priorities and backlog.Hold managed service providers and vendors accountable for delivering support and maintenance for systems across multiple time zones.Gather and analyze data; provide dashboards and reports to leadership; validate KPI integrity.Review implemented processes regularly and initiate improvement efforts.Maintain and at times create there is process and product documentation.Facilitate cross-functional collaboration and stakeholder engagement.Organize and lead ITSM governance and Agile ceremonies.Perform other position-appropriate duties in a professional and courteous manner.
 

 KEY SUCCESS FACTORS
 

Agile Expertise: Deep understanding of Scrum and Kanban; experience in Agile transformation and scaling practices.Product Management: Roadmap development, backlog prioritization, stakeholder engagement, and value-driven delivery mindset.Process Ownership: End-to-end process design, governance, and continuous improvement.Technical & Domain Knowledge: Exposure to Public Safety, Environmental Care, Emergency Management, and Building Automation Systems; enterprise IT applications and integrations.Project Management: Ability to create plans, track milestones, and ensure timely delivery.Leadership & Communication: Strong facilitation, collaboration, and executive communication skills.Tools & Technology: Proficiency in Jira, Azure DevOps, ServiceNow; familiarity with Azure cloud and Linux environments; data-driven decision-making using dashboards and metrics.Vendor Management: Proven ability to manage service providers across multiple time zones and enforce accountability for SLAs and support commitments.Certifications: ITIL required; Agile (Scrum) preferred.Experience: 5+ years in IT Service Management, Agile product management, or related fields.Prior experience with SDLC, ITIL, and ServiceNow required.

 
BENEFITS

Our competitive benefits package includes the following
- Immediate eligibility for health and welfare benefits
- 401(k) savings plan with dollar-for-dollar match up to 5%
- Tuition Reimbursement
- PTO accrual beginning Day 1
Note: Benefits may vary based upon position type and/or level

 

QUALIFICATIONS

- EDUCATION - Bachelor's or 4 years of work experience above the minimum qualification

- EXPERIENCE - 5 Years of Experience