Product Manager, ServiceNow – Enterprise Product
3 weeks ago
Cineplex is seeking a highly skilled and experienced Product Manager to join our team. As a Product Manager, you will be responsible for delivering business value, improving efficiency, and enhancing customer satisfaction through the production of high-quality products.
Key Responsibilities- Develop and maintain a thorough understanding of Call Centre technology, with a focus on ServiceNow ITSM and CSM platforms.
- Utilize best practices for defining business capabilities, understanding core requirements, and recommending technical solutions.
- 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 to see them through to accurate solutions, and facilitate dialogue and discussion between the business and D&T (internal and external providers).
- Effective problem investigation that leads to issue resolution. Gather evidence from logs, reports, application data, etc.
- Effective management of internal and vendor support tickets including presentation of evidence in a coherent useful format.
- Bachelor's 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.
- Develop and maintain the product roadmap, highlighting dependencies and risks.
- Ensure the product roadmap is prioritized to be in line with business objectives and goals.
- Experience working as a part of a collaborative, cross-functional team.
- Strong collaboration skills to engage with various stakeholders to ensure goals are clear and aligned to business objectives.
- Strong analytics skills with the ability to understand the business value of features being requested.
- Ability to develop and deliver presentations that convey a clear understanding of the what and why when something is being worked on.
- Ability to develop strong relationships to deliver customer-centric solutions.
- Actively learns through experimentation and is able to test and learn ideas when tackling problems.
- Guides team members in understanding business context, overall strategy, analysis, and prioritization of features.
- Ability to understand business problems, extract requirements, and translate them into user stories for the development team.
- Manage the product backlog with prioritized user stories ensuring it aligns with business, customer, and technical priorities.
- Planning and prioritizing work to meet commitments aligned with organizational goals.
- Own the delivery of incremental business value that meets stakeholder needs.
- Create and review project artifacts (e.g., user stories, epics, process maps, business plans, etc.) with the scrum team.
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. The collective sum of our individual differences, experiences, knowledge, innovation, self-expression, unique capabilities, and talent represents a significant part of our culture. By valuing a diverse workforce, we enforce hiring practices that are fair and equitable.
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Toronto, Ontario, Canada Cineplex Full timeJob Title: Product Manager, ServiceNow – Enterprise ProductJob Summary:Cineplex is seeking a highly skilled Product Manager to lead the development and implementation of our ServiceNow ITSM and CSM platforms. As a Product Manager, you will be responsible for defining business capabilities, understanding core requirements, and recommending technical...
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Toronto, Ontario, Canada Cineplex Full timeJob Title: Product Manager, ServiceNow – Enterprise ProductJob Summary:Cineplex is seeking a highly skilled Product Manager to lead the development and implementation of our ServiceNow ITSM and CSM platforms. As a Product Manager, you will be responsible for defining business capabilities, understanding core requirements, and recommending technical...
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