What are the responsibilities and job description for the ITSM Product Owner position at AgreeYa Solutions?
Job Title: ITSM Product Owner
Location: Phoenix AZ
Focus: ITSM processes & operational governance
Key Highlights:
- Own Incident, Problem, Change & Knowledge management roadmap
- Define major incident handling & post-incident reviews
- Ensure audit compliance & governance controls
- Improve service desk experience & workflows
- Drive KPIs like MTTR, FCR, change success rate
Purpose: Own the roadmap and backlog for ITSM processes and user experience to improve operational consistency, control execution, and service quality while meeting regulatory and audit expectations.
Key Responsibilities
- Own incident, problem, change, and knowledge management roadmaps and backlogs; standardize workflows across towers/domains.
- Define major incident management, swarming/collaboration, communications, and post-incident review practices; drive automation and templates.
- Embed governance and controls: change risk/approval policies, emergency change handling, evidence capture, and audit-ready reporting.
- Partner with Service Desk and Service Operations leaders to optimize operator experience in Service Operations Workspace and/or Agent Workspace.
- Drive knowledge strategy (KCS-aligned practices), content quality, and deflection metrics; improve self-service outcomes.
- Define process KPIs and SLAs/OLAs: MTTR, first-contact resolution, reopen rate, change success rate, incident recurrence, knowledge reuse/deflection.
Key Deliverables / Artifacts
- ITSM domain roadmap and prioritized backlog.
- Process designs (current/future state), policy/controls mapping, and standard operating procedures.
- UAT plan and scripts; training content for Service Desk, fulfillers, and approvers.
- Dashboards and reporting for operational performance and control evidence.
- Release notes and stakeholder communications per release cycle.