What are the responsibilities and job description for the ITSM/Employee Center Capability Lead / Product Owner position at Tekfortune Inc.?
ITSM/Employee Center Capability Lead / Product Owner Location: Kansas City, MO (preferred) or Cary, NC
Work Arrangement: Hybrid 3 days a week on-site (Open to relocation)
Employment Type: 6-Month Contract-to-Hire
Required Qualifications
- Experience serving as a Product Owner, Capability Owner, Product Manager, or similar leadership role within a ServiceNow environment.
- Strong background in IT Service Management (ITSM) processes and best practices.
- Experience owning product roadmaps, backlogs, and enhancement prioritization.
- Proven success driving capability maturity and organizational adoption.
- Strong stakeholder management, facilitation, and communication skills.
- Ability to translate business needs into product improvements and strategic initiatives.
- Experience leading governance, process improvement, and operational transformation efforts.
- Self-starter with the ability to drive initiatives independently and influence without direct authority.
Required ServiceNow Experience
- Employee Center
- Employee Center Pro
- IT Service Management (ITSM)
- Incident Management
- Request Management
- Change Management
- Knowledge Management
- Backlog Management
- Product Roadmap Ownership
- Stakeholder Engagement and Governance
Preferred Qualifications
- Experience with AI-enabled service management capabilities and employee self-service solutions.
- Experience improving employee experience through ServiceNow platform enhancements.
- Familiarity with workflow automation and digital transformation initiatives.
- Experience in large enterprise environments with multiple stakeholder groups.
- Knowledge of ServiceNow reporting, dashboards, and platform analytics.
Technical Expectations
- Primarily focused on product ownership, governance, strategy, stakeholder management, and capability maturity.
- Approximately 10% hands-on involvement within the ServiceNow platform.
- Ability to perform light configuration and effectively collaborate with administrators, developers, and technical teams.
- Comfortable participating in solution discussions and evaluating enhancement requests.
Current Challenges and Focus Areas
The selected candidate will help client address several key initiatives, including:
- Maturing Employee Center and Employee Center Pro capabilities and user adoption.
- Improving and standardizing Incident, Request, and Change Management processes.
- Reducing excessive customization and driving alignment to best practices where appropriate.
- Establishing Knowledge Management governance, ownership, and lifecycle processes.
- Enhancing employee self-service experiences.
- Developing and executing a long-term capability roadmap aligned with business objectives.