Product Manager, ServiceNow – Enterprise Product
4 weeks ago
Job Title: Product Manager, ServiceNow – Enterprise Product
Job Summary:
Cineplex is seeking an experienced Product Manager to lead the development of our ServiceNow Enterprise Product. The successful candidate will have a strong background in Call Centre technology and a proven track record of delivering business value through the production of quality products.
Key Responsibilities:
- Manage and prioritize the backlog of work to ensure a clear roadmap for delivery, set and meet milestones, and balance work across internal teams, leveraging external implementation partners when necessary
- Implement improvements to automate business functions and make effective use of technology to improve the internal and external user experience
- Collaborate with vendors on learning best practices and configuration details of various systems to provide 3rd level support management
- Develop a thorough understanding of the business goals, practices, and processes to translate them into system functionality and user-requirements that define scope and specifications
- Effective problem investigation that leads to issue resolution, gathering evidence from logs, reports, application data, etc
- Effective management of internal and vendor support tickets, including presentation of evidence in a coherent useful format
Requirements:
- Bachelors Degree in IT, Computer Science or Business Administration
- Strong analytical skills, ability to diagnose issues and do root cause analysis
- Clear and concise oral and written communication/presentation skills
- Strong knowledge of business analysis – including requirements gathering and business process mapping
- Knowledge of understanding & writing basic SQL queries for technical review, data analysis and/or troubleshooting
- 5+ years Product Management experience is needed
- 3+ years Agile Methodologies is needed
- 3+ years of experience in ServiceNow (ITSM / CSM)
- Experience managing Call Centre VoIP technologies such Genesys Cloud
- Experience managing external professional service vendors is needed
What We Offer:
Cineplex is an equal opportunity employer with a commitment to hiring and retaining a diverse workforce. We encourage and welcome applications from all intersectional walks of life.
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