Title:  I&O DE ITSM Processes Product Owner

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I&O DE ITSM Processes Product Owner

Position:

As Infrastructure and Operations (I&O) Processes Product Owner you will be responsible for driving the continuous improvements, prioritizing, and optimizing IT infrastructure and operations processes to enhance efficiency, reliability, and scalability. This role involves collaborating with stakeholders to align ITSM (IT Service Management) processes with business objectives, managing product backlogs, and driving continuous improvement in key areas such as Hardware Asset Management, Incident Management, and Problem Management. The Product Owner plays a critical role in ensuring IT operational excellence by leveraging best practices, data-driven insights, and modern automation tools.

Responsibilities:

IT Service Management product ownership & Process Optimization:

• Oversee ITSM practices, focusing on Hardware Asset Management, Incident Management, and Problem Management, Service Catalog
• Own and optimize Hardware Asset Management, Incident Management, and Problem Management processes in Service Now
• Lead efforts to standardize, document, and improve IT operations workflows

I&O Processes & Continuous Improvement:

• Maintain documentation for IT processes, policies, and procedures according to the established governance approach
• Drive continuous improvement in IT operations and processes
• Stay updated on industry best practices and advancements in IT operations

Collaboration & Stakeholder Management:

• Act as a key liaison between IT teams, and external vendors to align technology with organizational goals
• Work with cross-functional teams to ensure seamless integration of infrastructure and operations systems
• Gather requirements from stakeholders and translate them into actionable backlog items
• Facilitate cross-team collaboration to enhance IT service delivery and efficiency

Data-Driven Decision-Making & Performance Analysis:

• Analyze operational data and performance metrics to drive insights and improvements
• Utilize reporting and analytics tools (e.g., Power BI, Power Query, Service Now reports) to monitor KPIs and trends
• Support data-driven decision-making in IT infrastructure and operations management

Project Management for Continuous Improvement Initiatives:

• Lead and manage initiatives focused on process improvements and automation within IT operations
• Develop project plans, set milestones, and track progress to ensure timely execution
• Collaborate with cross-functional teams to implement enhancements and measure outcomes

Requirements:

• Bachelor's or Master's degree in Computer Science, Engineering, or a related field
• 5+ years of experience in IT infrastructure, operations management, including cloud computing, networking, and enterprise systems, or related roles
• Strong understanding of IT service management (ITSM) frameworks such as ITIL
• Proficiency in IT operations tools for monitoring, automation, and reporting
• Knowledge of Asset Management process in Service Now
• Knowledge of Incident Management and Problem Management
• Ability to analyze data and performance metrics to prepare insights
• Excellent analytical and problem-solving skills
• Strong communication and stakeholder management abilities
• Experience in planning, executing, and monitoring IT process improvement projects, leveraging Agile or traditional project management methodologies
• Knowledge of Microsoft 365 tools - power query, powerautomate, Power BI is a strong plus
• Fluent in English (written and spoken)

Are you ready to join us? Build your success story at JTI. Apply now!

Next Steps:

After applying, if selected, please anticipate the following within 1-3 weeks of the job posting closure: Phone screening with Talent Advisor > Assessment tests > Interviews > Offer. Each step is eliminatory and may vary by role type.

At JTI, we strive to create a diverse and inclusive work environment. As an equal-opportunity employer, we welcome applicants from all backgrounds. If you need any specific support, alternative formats, or have other access requirements, please let us know.

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