About this role:

Wells Fargo is seeking an experienced ITSM Service Desk Sr. Lead Product Manager who will be responsible for defining the vision, strategy, and roadmap for the Service Desk product area for the IT Service Management product. This product owner will apply deep industry knowledge and proven product management expertise in ITSM Service Desk to ensure successful product adoption and continual improvement in product management/agile methodologies.

In this role, you will:

• Establish and maintain the ITSM Service Desk product vision, strategy, and roadmap, including cross-product and cross-organizational dependencies
• Define and validate ITSM Service Desk outcomes in alignment to strategic objectives and measures
• Work closely with process owners, key process stakeholders and product development partners to identify a book of work for the ITSM Service Desk product area
• Collaborate with Service Desk partners to drive shared expectations and measures for the overall product area
• Translate product vision and strategy into epics, features, and acceptance criteria with the support of product business analysts
• Maintain a thorough understanding of relevant business architectures, implementation state, revision history, and interdependencies
• Define current and future state user journeys and articulate value proposition in customer-friendly language
• Drive continual innovation and increasing product value through research and analysis of user experience, operational results, vendor roadmaps, and industry norms
• Act as a champion for users and their leaders to increase adoption, eliminate barriers and ensure success during deployment transitions
• Perform related work as assigned

Required Qualifications, US:

• 7 years of digital product management experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
• 5 years of service desk experience
• 3 years of experience implementing technology capabilities with ServiceNow
• 2 years of Agile and JIRA experience

Desired Qualifications:

• Ability to influence across all organizational levels, particularly senior management

Job Expectations:

• Ability to travel up to 20% of the time

• This position is not eligible for Visa Sponsorship

• Position will require onsite presence from any of the listed location

Job Locations

• 1525 W WT Harris Blvd, Charlotte, North Carolina
• 1100 Corporate Center Drive, Lot B, Raleigh, North Carolina

Posting End Date: 

*Job posting may come down early due to volume of applicants.

We Value Diversity

At Wells Fargo, we believe in diversity, equity and inclusion in the workplace; accordingly, we welcome applications for employment from all qualified candidates, regardless of race, color, gender, national origin, religion, age, sexual orientation, gender identity, gender expression, genetic information, individuals with disabilities, pregnancy, marital status, status as a protected veteran or any other status protected by applicable law.

Employees support our focus on building strong customer relationships balanced with a strong risk mitigating and compliance-driven culture which firmly establishes those disciplines as critical to the success of our customers and company. They are accountable for execution of all applicable risk programs (Credit, Market, Financial Crimes, Operational, Regulatory Compliance), which includes effectively following and adhering to applicable Wells Fargo policies and procedures, appropriately fulfilling risk and compliance obligations, timely and effective escalation and remediation of issues, and making sound risk decisions. There is emphasis on proactive monitoring, governance, risk identification and escalation, as well as making sound risk decisions commensurate with the business unit’s risk appetite and all risk and compliance program requirements.

Candidates applying to job openings posted in US: All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other legally protected characteristic.

Candidates applying to job openings posted in Canada: Applications for employment are encouraged from all qualified candidates, including women, persons with disabilities, aboriginal peoples and visible minorities. Accommodation for applicants with disabilities is available upon request in connection with the recruitment process.

Applicants with Disabilities

To request a medical accommodation during the application or interview process, visit Disability Inclusion at Wells Fargo.

Drug and Alcohol Policy

Wells Fargo maintains a drug free workplace. Please see our Drug and Alcohol Policy to learn more.