As a Senior Product Associate in the Global Employee Help Product team, you will leverage your expertise in product development and optimization to make a significant impact. You will be supported by user research and customer feedback to fuel the creation of innovative products and continuously improve existing offerings. Collaborate closely with cross-functional teams and play a crucial role in shaping the future of our products and ongoing success.
Key Responsibilities
* Partner with the Product Manager to identify new product opportunities that reflect the needs of our customers and the market through user research and discovery.
* Consider and plan for upstream and downstream implications of new product features on the overall product experience.
* Support the collection of user research, journey mapping, and market analysis to inform the strategic product roadmap and provide insight on potential product features that provide value to customers.
* Analyze, track, and evaluate product metrics including work to time, cost, and quality targets across the product development life cycle.
* Write the requirements, epics, and user stories to support product development.
* Serve as a single point of ownership for an experience or workflow, leading the product development lifecycle from discovery and design through implementation – coordinating and delivering new epics, features, and writing requirements.
* Utilize in-depth knowledge of the ServiceNow platform and collaborate with architects to optimize Employee Help solutions, staying abreast of new features and best practices; drive product innovation by exploring new ideas and opportunities to enhance the base product and meet evolving customer needs.
* Support a strong risk, controls & conduct framework and a “security‑by‑design” product mindset.
* Partner with area and functional product owners, servicing leads, content teams, and business representatives across the Employee Help Product domains to inform and deliver expected business outcomes.
* Define and track metrics (OKRs) to measure product success.
Required Qualifications, Capabilities, and Skills
* Proven experience or equivalent expertise in product management or a relevant domain area.
* Proficient knowledge of the product development life cycle.
* Experience in product life cycle activities including discovery and requirements definition.
* Developing knowledge of data analytics and data literacy.
* Cross‑functional partnership and collaboration skills – Comfort building and maintaining strong relationships with a broad set of product and functional partners.
* Stakeholder management - Comfort with managing stakeholder relationships while standing up for product integrity and user experience.
* Organizational and management skills – Strong attention‑to‑detail, independent, self‑motivated with the ability to manage multiple priorities in a fast‑paced environment. Strong decision‑making skills.
* Customer obsessed – develops deep data‑informed and research‑based empathy and understanding of employee needs, and advocates for them.
Preferred Qualifications, Capabilities, and Skills
* Experience with ServiceNow, including deep familiarity with its modules, capabilities, and best practices.
* Change Management Skills: Strong skills in managing change and driving adoption of new processes and technologies within large organizations.
* Collaboration and Stakeholder Engagement: Proven ability to collaborate with cross‑functional teams and engage with senior stakeholders to align request management strategies with business objectives.
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