Incident Management Product Owner

This position will be part of the Global Technology Services, IT Service Management and specifically leading the Incident capabilities to support the ability to proactively manage incidents and support the lifecycle of all unplanned interruptions, malfunctions, and quality reductions of provided IT services,.

This position will be responsible for management for the Incident Management capabilities and how they interrelate to other capabilities such as Change Management, Problem Management and Event Management. The organization utilizes ServiceNow software for ITSM disciplines. The Incident module exists within the ServiceNow platform and requires a leader to drive strategic and BAU capabilities. This product owner will apply deep industry and best practice knowledge and proven expertise in ITSM product implementation and improvement to ensure successful adoption and transition to agile methodologies

The product owner will lead the existing Incident Management product function which establishes Incident enablement standards, works with all business units to define KPI's, supports the Incident workflow program to authorize successful Incident, and supplies reporting to the organization. The global team utilizes an agile framework with a Product Owner. The Product Owner (PO) works closely with other ITSM PO's, management, and business stakeholders to prioritize work.

Responsibilities:

• Establishes and maintains the ServiceNow ITSM Incident Management product strategy and roadmap, including cross-product and cross-organizational dependencies
• Research and evaluate best practice and customer-inspired insights that inform the products' vision and comprehensive strategy planning.
• Defines, validates and delivers Incident Management product outcomes and ensures alignment with company global strategy, vendor product roadmap and broader product strategies through regular communication with customers, stakeholders and product management.
• Partners with the ITSM manager to identify key Incident Management product work efforts needing initiatives, with business cases, funding justifications and business value realization measures
• Maintains a thorough understanding of Incident Management's technical and business architectures, revision history, and interdependencies.
• Engages the vendor for problem solving, future product enhancements and complex design evaluation
• Establish and prioritize the product roadmap and its backlog in collaboration with the team.
• Tracks and reports progress of the product roadmap, including business value realization measured outcomes, and product delivery risks, issues and mitigations
• Collaborate proactively with team, build relationships with stakeholders and facilitate difficult conversations with them while decreasing or limiting escalations.
• Bring leading practices to facilitate Major Incident Management tools/platform optimization to support and drive to rapid resolution any event which significantly affects Northern Trust business (internal or client facing), and which demands a response beyond the routine incident management process is managed accordingly
• Drives continual innovation and increasing product value through research and analysis of user experience, operational results and process compliance
• Acts as a champion for users and their leaders to increase adoption, eliminate barriers and ensure success during release transitions
• Oversees the agile product delivery lifecycle in support of process governance, day-to-day operation and product maintenance
• Help the team make business trade-offs between near term and long-term product goals. Provide leadership to make decisions on scope and competing priorities while realistically managing stakeholder demands.
• Carry out quality and compliance checks on Incident updates to the wider Northern Trust business.
• Appropriately self-directed; works with minimal guidance.
• Engage in scaled agile practices and coordinate with other Product Owners (as needed) to promote cross-team alignment around product roadmaps and dependencies.
• Has latitude for many decisions or Incidents to procedures and processes.
• Performs difficult assignments requiring a great deal of originality and problem solving.
• Solid knowledge of project management methodologies; able to manage mid-size projects or projects of some complexity
• Complies with information security policies.
• Exhibits leadership skills.
• Mentors and coaches others on processes and procedures
• Performs other related work as assigned

Requirements:

• 10+ years of technology experience
• 7+ years of Incident management experience (Event Management experience a plus)
• 5+ years of Major Incident Management/Command Center experience
• 4+ years of experience creating and implementing strategic plans and roadmaps at the executive level for enterprise wide business initiatives
• 2+ years of product management experience (ServiceNow experience preferred)
• 2+ years of experience in one or a combination of the following: strategy, product development or product management. Solid understanding of the product lifecycle
• 3+ years of Agile experience
• Excellent project and time management skills including the ability to juggle multiple priorities simultaneously
• Strong decision making and problem-solving skills
• Well-developed communication skills
• Ability to stay committed to the task even during times of frequent Incident or information delays
• Experience working with diverse cultures on an international level
• Product Owner certification (e.g. SAFe POPM)
• Experience as a collaborative leader
• Demonstrable experience in ITSM disciplines, preferred in Incident Management discipline
• Accurate and precise attention to detail

About Northern Trust:

Northern Trust provides innovative financial services and guidance to corporations, institutions and affluent families and individuals globally. With over 130 years of financial experience and nearly 20,000 partners, we serve the world's most sophisticated clients using leading technology and exceptional service.

Working with Us:

As a Northern Trust partner, you will be part of a flexible and collaborative work culture, which has a strong history of financial strength and stability. Movement within the organization is encouraged, senior leaders are accessible, and you can take pride in working for a company that is committed to strengthening the communities we serve!

We recognize the value of inclusion and diversity in culture, in thought, and in experience, which is why we are honored to receive the following awards in 2021:

• Gender Equality Index Member, Bloomberg
• Top Financial & Banking Company, Black EOE Journal, Hispanic Network Magazine, Professional WOMAN'S Magazine

We'd love to learn more about how your interests and experience could be a fit with one of America's best banks and most sustainable companies! Build your career with us and apply today.