Architect II, Enterprise Solutions

Product owner for NowOps solution As our Product Owner, you will lead the development of our proprietary IP solution built on ServiceNow (and adaptable to other ITSM platforms) designed to optimize how IT organizations manage, support, and evolve their application portfolios. You will be the bridge between Managed Services Excellence and Software Engineering. Core Responsibilities AMSCentric Roadmap: Develop and execute a product vision that targets common AMS pain points: high ticket volumes, manual toil, SLA breaches, and tribal knowledge silos. Workflow Engineering: Design product features that facilitate L1/L2/L3 support flows, ensuring seamless handoffs, automated routing, and proactive SelfHealing capabilities. CrossPlatform Vision: While our core IP is ServiceNowbased, you will ensure the products logic and value proposition are applicable (and potentially portable) to other ITSM ecosystems like Jira Service Management or BMC Helix. DataDriven AMS Insights: Define and build Management Dashboards that track more than just MTTR (Mean Time to Repair) focusing on proactive trend analysis, technical debt reduction, and AMS costperticket. Stakeholder Liaison: Work closely with our Managed Services Delivery Leads to identify which manual processes are ripe for productization and automation. ShiftLeft Strategy: Prioritize features that empower endusers (SelfService) and L1 agents (Automation/Knowledge) to resolve issues faster, reducing the burden on expensive engineering resources. What Were Also Looking For AMS Expert Support Domain Mastery: You understand the life of a ticket. You know the nuances of ITIL, the pressure of a P1 bridge, and the difference between keeping the lights on and continuous improvement. ITSM Power User: You have deep experience using ServiceNow (or similar tools) specifically in the context of an AMS engagement. You know how ITOM (Event Management) and ITBM (App Portfolio Management) should ideally talk to ITSM. Efficiency Obsessed: Youre not satisfied with a process that works. You want to know if it can be automated, eliminated, or simplified through the product. Qualifications & Skills Experience: 4+ years as a Product Owner, with at least 2 years focused on ITSM/AMS delivery or building tools for Support/Managed Services teams. Technical Knowledge: Strong understanding of the ServiceNow CSDM (Common Service Data Model) and how it relates to application support. Familiarity with integration patterns (REST/SOAP) between ITSM tools and monitoring/observability stacks (Dynatrace, Datadog, etc.). Skills product management, servicenow, application support, managed services, itsm Product owner for NowOps solution As our Product Owner, you will lead the development of our proprietary IP solution built on ServiceNow (and adaptable to other ITSM platforms) designed to optimize how IT organizations manage, support, and evolve their application portfolios. You will be the bridge between Managed Services Excellence and Software Engineering. Core Responsibilities AMSCentric Roadmap: Develop and execute a product vision that targets common AMS pain points: high ticket volumes, manual toil, SLA breaches, and tribal knowledge silos. Workflow Engineering: Design product features that facilitate L1/L2/L3 support flows, ensuring seamless handoffs, automated routing, and proactive SelfHealing capabilities. CrossPlatform Vision: While our core IP is ServiceNowbased, you will ensure the products logic and value proposition are applicable (and potentially portable) to other ITSM ecosystems like Jira Service Management or BMC Helix. DataDriven AMS Insights: Define and build Management Dashboards that track more than just MTTR (Mean Time to Repair) focusing on proactive trend analysis, technical debt reduction, and AMS costperticket. Stakeholder Liaison: Work closely with our Managed Services Delivery Leads to identify which manual processes are ripe for productization and automation. ShiftLeft Strategy: Prioritize features that empower endusers (SelfService) and L1 agents (Automation/Knowledge) to resolve issues faster, reducing the burden on expensive engineering resources. What Were Also Looking For AMS Expert Support Domain Mastery: You understand the life of a ticket. You know the nuances of ITIL, the pressure of a P1 bridge, and the difference between keeping the lights on and continuous improvement. ITSM Power User: You have deep experience using ServiceNow (or similar tools) specifically in the context of an AMS engagement. You know how ITOM (Event Management) and ITBM (App Portfolio Management) should ideally talk to ITSM. Efficiency Obsessed: Youre not satisfied with a process that works. You want to know if it can be automated, eliminated, or simplified through the product. Qualifications & Skills Experience: 4+ years as a Product Owner, with at least 2 years focused on ITSM/AMS delivery or building tools for Support/