Senior Manager, ServiceNow ITOM Product Owner

$117,300 - $195,500/Yr

Pfizer - Groton, CT

Full-time - Mid Level

Onsite - Groton, CT

Chemical Manufacturing

About the position

The Senior Manager, ServiceNow ITOM Product Owner at Pfizer is responsible for leading the development and delivery of IT Operations Management (ITOM) solutions within the ServiceNow platform. This role involves collaborating with cross-functional teams to translate product vision and user needs into effective software products that enhance productivity and user experience. The position requires strong leadership to guide an agile team, manage product lifecycles, and ensure alignment with business objectives while driving continuous improvement and innovation.

Responsibilities

• Work closely with cross-functional teams to gather/clarify requirements and ensure successful delivery of ITOM solutions.
• Define, maintain, and execute strategic roadmaps for the CMDB, ITAM Discovery and Event products and capabilities.
• Liaise between business and technical stakeholders to ensure a mutual understanding of processes and application, product lifecycle/roadmap and have a clear view of business needs/value creation.
• Drive continual innovation and increasing product value through research and analysis of user experience, operational results and process compliance.
• Write and prioritize backlog user stories, focusing on user & business needs and technical requirements.
• Stay 2-3 sprints ahead of team and ensures each feature has a clear definition of done; ensures each feature level deliverable is aligned to a definition of readiness to enter sprint.
• Lead planning of the Agile Team's scrum sprint to reaffirm priorities.
• Refine best-in-class product backlog with detailed analysis of impact and effort.
• Lead and mentor colleagues by managing, coaching, and developing the support team, fostering a culture of innovation and continuous improvement.
• Monitor and analyze the product performance and customer satisfaction, and makes necessary adjustments to ensure the product remains relevant.
• Help teams rapidly and iteratively deliver digital products (or parts of a product) that adds value to the organization.
• Support and/or facilitate product demos via inspect and adapt workshops as needed.
• Recognize, initiate and manage change that impacts relevant Business Unit(s).
• Define and track metrics (e.g., Objectives & Key Results) to measure success and utilize measurements to guide prioritization.
• Coordinate dependencies with the Product Manager and other Product Owners.

Requirements

• Bachelor's degree in a relevant field such as Computer Science, Engineering, Business or related field with 7+ years of experience delivering digital products.
• 3 to 5 years of experience as a product owner in ServiceNow across multiple modules and capabilities, with a strong focus on ITSM/ITOM modules.
• Strong understanding of ServiceNow best practices and experience applying them in an enterprise environment.
• Is quick to acquire product expertise/technical acumen to understand current & desired product experience as well as underlying tech & dependencies.
• Demonstrated ability to work in an agile work environment possessing qualities such as a collaborative mindset, adaptability to change, and a proactive problem-solving approach.
• Demonstrated ability to operate in a 'matrix' organizational environment, transcending organizational boundaries, while leading change and delivering innovative solutions to the business.

Nice-to-haves

• MBA or Master's degree in strategy, management, or related field is a plus.
• Certified Scrum Product Owner (CSPO) certification and project management experience considered an asset.
• Scaled Agile Framework (SAFe) certifications or experience operating in scaled agile delivery considered an asset.

Benefits

• 401(k) plan with Pfizer Matching Contributions
• Paid vacation, holiday and personal days
• Paid caregiver/parental and medical leave
• Health benefits including medical, prescription drug, dental and vision coverage
• Participation in Pfizer's Global Performance Plan with a bonus target of 17.5% of the base salary
• Eligibility to participate in share-based long-term incentive program
• Relocation assistance may be available based on business needs and/or eligibility.