Product Owner - Knowledge and Catalog

Product Owner - Knowledge and Catalog

O que fazemos

At Kenvue, percebemos o extraordinário poder do cuidado diário. Construída com base em mais de um século de herança e enraizada na ciência, somos a casa de marcas icônicas - incluindo NEUTROGENA®, AVEENO®, TYLENOL,® LISTERINE,® JOHNSON'S® e BAND-AID® que você já conhece e ama. A ciência é a nossa paixão; O cuidado é o nosso talento.

Quem somos

Nossa equipe global é de ~ 22.000 pessoas brilhantes com uma cultura no local de trabalho onde cada voz é importante e cada contribuição é apreciada. Somos apaixonados por insights, inovação e comprometidos em entregar os melhores produtos aos nossos clientes. Com experiência e empatia, ser um Kenvuer significa ter o poder de impactar milhões de pessoas todos os dias. Colocamos as pessoas em primeiro lugar, nos importamos ferozmente, ganhamos confiança com a ciência e resolvemos com coragem - e temos oportunidades brilhantes esperando por você! Junte-se a nós para moldar nosso futuro - e o seu. Para obter mais informações, clique em aqui.

Role reporta para:

Product Dir Service Desk and Operations

Localização:

Asia Pacific, India, Karnataka, Bangalore

Local de trabalho:

Híbrido

O que você fará

About Kenvue:
Kenvue is the world’s largest pure-play consumer health company by revenue. Built on more than a century of heritage, our iconic brands, including Aveeno®, Johnson’s®, Listerine®, and Neutrogena® are science-backed and recommended by healthcare professionals around the world. At Kenvue, we believe in the extraordinary power of everyday care and our teams work every day to put that power in consumers’ hands and earn a place in their hearts and homes.

Responsibilities:

• Product Strategy: Develop & execute a product strategy for Knowledge Management & Service Catalog, aligning with company goals & customer needs.
• ITSM Strategy: Drive the ITSM strategy & best practices related to Technology & Data Catalog, Service Request workflow & Knowledge Management.
• Champion Service Desk strategy: of chatbot, & chat-first, through management of intuitive, robust Technology & Data knowledge base.
• Measure & Identify: most relevant IT-related questions and related themes, working with partners to drive updates of Knowledge Articles, taxonomy, navigation and key areas of Employee Portal that require additional user guidance.
• Create Standards: for content article creation, metadata, periodic reviews, and more for others in the organization to use.
• Market Research: Conduct market research to identify trends, opportunities, and customer requirements
• Product Development: Oversee the development & enhancement of Knowledge Management and Service Catalog features & functionalities.
• Governance Framework: Define best practices & the governance framework, including metrics for the performance of Technology & Data teams
• Stakeholder Accountability: Hold stakeholders accountable for their performance
• Stakeholder Collaboration: Partner with ServiceNow platform stakeholders outside of Technology & Data (e.g. HR, Procurement, Finance) to deliver a best-in-class user experience via ServiceNow’s Employee Centre.
• Portal Representation: Represent Technology & Data interests with regards to shared Portal (Employee Centre).
• Portfolio Oversight: Oversight and governance for the portfolio of technology services and offerings provided by the Tech & Data organization, including the process used by Product Owners to manage products and services throughout their lifecycle.
• End User Advocacy: Advocate for end-user experience across ITSM products, with emphasis on the IT Catalog and Portal.
• Documentation: Maintain comprehensive product documentation, including user manuals, training materials, and release notes
• Project Management: Manage product-related projects, ensuring they are delivered on time & within budget

Qualifications:

Education:

• Bachelor’s degree in computer science, Information Technology, Business Administration, or a related field. 

Experience and Skills:

Required:

• 9-12 Yrs of relevant technology experience in Product Management, IT Service Management Knowledge & Service Catalog space. 
• Proven knowledge & understanding of IT Service Management & ServiceNow
• Relevant experience managing internal-facing product catalog and/or knowledge base.
• Experience working in a global organization and/or in an organization with complex networks of stakeholders and business partners.

Skills: 

• Strong analytical & problem-solving skills in Knowledge & Service Catalog space, resulting in measured business value. 
• Excellent written & verbal communication skills; ability to communicate effectively with all levels in the organization.

Technical Skills: 

• Familiarity with software development processes, knowledge of database management, and experience with service catalog management tools.
• Demonstrated experience utilizing technology & automation to achieve ITSM outcomes
• Experience working in & leading Product, Agile & Scrum teams.

Personal Attributes:

• Proactive, detail-oriented & able to work independently & collaboratively in a fast-paced environment.

Preferred:

• Hands on experience developing and driving digital capabilities.
• Experience managing or governing portfolios of technology products and/or services.
• Experience focused on measuring, quantifying, and improving user experience.
• Understanding of web analytics for usage and trends.
• Experience with and understanding of design thinking principles and UX design.
• Experience working with data, analytics, and visualization tools (e.g., Performance Analytics, Tableau, PowerBI).
• Experience working with automation and AI tools to achieve ITSM outcomes.

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