I&O ITSM Processes Product Owner

What this role is about?

The Infrastructure and Operations (I&O) Processes Product Owner is responsible for driving the continuous improvements , prioritizing, and optimizing IT infrastructure and operations processes to enhance efficiency, reliability, and scalability. This role involves collaborating with stakeholders to align ITSM (IT Service Management) processes with business objectives, managing product backlogs, and driving continuous improvement in key areas such as Hardware Asset Management, Incident Management, and Problem Management. The Product Owner plays a critical role in ensuring IT operational excellence by leveraging best practices, data-driven insights, and modern automation tools.



What will you do?

• Oversee ITSM practices, focusing on Hardware Asset Management, Incident Management, and Problem Management, Service Catalog
• Own and optimize Hardware Asset Management, Incident Management, and Problem Management processes in Service Now
• Lead efforts to standardize, document, and improve IT operations workflows
• Maintain documentation for the I&O processes, policies, and procedures according to the established governance approach
• Drive continuous improvement in IT operations and processes
• Stay updated on industry best practices and advancements in IT operations
• Act as a key liaison between IT teams, and external vendors to align technology with organizational goals
• Work with cross-functional teams to ensure seamless integration of infrastructure and operations processes
• Gather requirements from stakeholders and translate them into actionable backlog items
• Facilitate cross-team collaboration to enhance IT service delivery and efficiency
• Analyze operational data and performance metrics to drive insights and improvements
• Utilize reporting and analytics tools (e.g., Power BI, Power Query, Service Now reports) to monitor KPIs and trends in the respective areas
• Support data-driven decision-making in IT infrastructure and operations management
  
  

What are we looking for?

• University Degree in Computer or Technical Science or strong IT background
• 5+ years of experience in IT infrastructure, operations management, or related roles
• Strong understanding of IT service management (ITSM) frameworks such as ITIL
• Knowledge of Asset Management process in Service Now
• Knowledge of Incident Management and Problem Management in Service Now
• Ability to analyze data and performance metrics to prepare insights
• Excellent analytical and problem-solving skills
• Strong communication and stakeholder management abilities
• Experience in planning, executing, and monitoring IT process improvement projects and initiatives, leveraging Agile or traditional project management methodologies
• Knowledge of Microsoft 365 tools - power query, power automate , power BI is a strong plus
• Fluency in English is mandatory
  
  

What Are The Next Steps – Recruitment Process

Thank you very much for your interest in the role. We will make sure every candidate will receive a reply within 2 weeks after the application deadline