Technical Product Owner - Service Center

job summary:
Our West Michigan Client has an opportunity for a Technical Product Owner with experience in Service Center to join their team. Ideal candidates will be able to work a hybrid schedule onsite. This role has potential to convert to a full time role long term.

location: Grand Rapids, Michigan
job type: Contract
salary: $50 - 65 per hour
work hours: 8am to 5pm
education: Bachelors


responsibilities:

• Define and Prioritize Product Backlog: Create and maintain the product backlog for Service Center operations, ensuring it is prioritized based on business value and stakeholder needs.
• Stakeholder Management: Act as the primary liaison between stakeholders and the Service Center team, ensuring that stakeholder requirements are understood and incorporated into the service delivery process.
• Vision and Strategy: Collaborate on development of and communicate the vision and strategy for the Service Center, aligning it with overall business goals and objectives.
• Service Improvement: Identify opportunities for continuous improvement in Service Center operations and implement changes to enhance service quality and efficiency.
• User Story Development: Write and refine user stories related to IT service management, ensuring they are clear, concise, and actionable for the Service Center team.
• Sprint Planning and Review: Participate in sprint planning and review meetings, providing guidance and feedback to the Service Center team to ensure that services are evolving in the right direction.
• Performance Monitoring: Monitor the performance of Service Center operations, using metrics and feedback to make data-driven decisions for continuous improvement.
• Collaboration with the Team: Work closely with the Service Center team to ensure that services are being delivered according to the defined requirements and timelines.
• Risk Management: Identify and mitigate risks that could impact the successful delivery of Technology services.

qualifications:
Bachelor's degree in business administration, computer science, information technology, or a related field. A master's degree or relevant certifications (such as ITIL, Certified Scrum Product Owner, SAFe Framework) can be advantageous.

Several years of experience in IT service management, product management, project management, or a related role. Experience in managing Service Center operations or similar initiatives is highly desirable.

Strong understanding of IT service management frameworks (such as ITIL), software development lifecycle, and agile methodologies. Familiarity with tools and platforms like ServiceNow, ServiceNow SAFe module, and Genesys Cloud is highly desirable.

Ability to analyze data, identify trends, and make data-driven decisions. Strong problem-solving skills are necessary to address any issues that arise during service delivery.

Excellent verbal and written communication skills to effectively collaborate with stakeholders, Technology teams, and other departments. Ability to convey complex ideas in a clear and concise manner.

Strong leadership skills to guide and motivate the Service Center team. Ability to work collaboratively with cross-functional teams and manage stakeholder expectations.

Deep understanding of customer needs and ability to translate those needs into actionable service requirements. Commitment to delivering high-quality Technology services that meet or exceed customer expectations.

Ability to adapt to changing priorities and work in a fast-paced environment. Problem-solving mindset and ability to work independently.

Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

At Randstad Digital, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact [email protected].


Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad Digital offers a comprehensive benefits package, including: medical, prescription, dental, vision, AD&D, and life insurance offerings, short-term disability, and a 401K plan (all benefits are based on eligibility).

This posting is open for thirty (30) days.