Product Owner, ITSM (Tools & Reporting)

Primark Technology is about to embark on a transformation journey to support business strategy which includes modernising our operating model as well as technology architecture. The ITSM Product Owner will be accountable for the ongoing management and development of the core ITSM system (ServiceNow), associated ITSM tools as well as monitoring and reporting on the quality and compliance of IT Services & Processes. The role will enhance the quality and scope of ITSM tools and solutions, collaborate with various stakeholders and vendors to ensure successful progression of the product roadmap and identify opportunities to improve the customer experience as well as internal efficiencies across the technology teams.

Key Responsibilities:

• Develop, manage and maintain the ServiceNow platform
• Manage the implementation of new versions and modules in ServiceNow (Change, Risk Management etc.)
• Lead and support ITSM tool and process development to enhance all aspects of IT Operations with a focus on automation, collaboration and communications.
• Maintain a platform Roadmap and support the ongoing ITSM Strategy.
• Provide advice and support to various stakeholders as ITSM SME
• Develop and execute a roadmap for ServiceNow Reporting and Analytics
• Design, implement and maintain IT Metrics, dashboards and reporting at operational, tactical and governance levels.
• Enhance, standardize and automate reporting capabilities, governance and processes.
• Monitor analyse and report on vendor and internal team performance and SLA compliance.
• Define and implement roadmap for Technology tooling.

Knowledge & Experience Required:

• At least 5+ years of experience in the field of ITSM tooling operations and development.
• Experience using Service management tools such as ServiceNow
• Experience in data analysis and reporting
• Experience using monitoring tools such as AppDynamics, Splunk and Dynatrace
• Experience supporting applications in a public cloud environment such as GCP, AWS would be an advantage.
• An appropriate degree, equivalent qualification or experience

Successful candidates will:

• Be a passionate and visionary technologist able to inspire others to challenge and disrupt the current reality to co-create a compelling technology-orientated future business by
  1. being able to scan potential technologies (established, emerging and emergent)
  2. finding ways to translate that into business opportunities
  3. and most importantly of all, able to take people along with you, empowering new ways of working and successfully executing on those opportunities
• Strong technical skills based around the following technologies:
• Service mindset acquired through supporting critical applications
• Have a passion to automate everything, everywhere!
• Strong problem-solving abilities in a complex multi-tier technical environment
• You will be a great communicator across different stakeholder groups
• You'll want to champion the Service culture and help drive adoption across our engineering labs

Why work with us?
At Primark, we know how hard everyone works to achieve our business goals. Having a competitive salary and annual bonus scheme is our way of acknowledging this. We'll also provide you with a progressive career path, because clear advancement is what we’re all about at Primark
Our flexible working benefit, Your Day Your Way, means you get to choose when to start and finish your workday. Choose to work remotely if you like, in a way that suits you but also helps us get the most out of your talents.
There’s a lively culture here, and it’s easy to get to know each other in a truly warm atmosphere.