IT Product Owner Service Management Full Time NEW

About Olympus

We are an equal opportunities employer and we are committed to ensuring that no applicant or employee receives less favorable treatment on the grounds of gender, age, disability, religion, belief, sexual orientation, marital status, or race, or is disadvantaged by conditions or requirements which cannot be shown.

The job is conducted in line with our Core Values which are: Patient Focus, Integrity, Innovation, Impact and Empathy. Olympus is an equal opportunities employer championing a culture of equality, diversity and inclusion embedded throughout the organization and workforce

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Job Summa

ryThe IT Product Owner works closely with cross-functional teams across business and IT to deliver high-quality technology solutions that support business objectives. The IT Product Owner is responsible for owning and driving the lifecycle of IT products, acting as the primary point of contact for business stakeholders, shaping the demand pipeline, delivering solutions, and managing the product backlog. This role involves gathering and prioritizing requirements, translating business needs into technical specifications, and ensuring alignment between business goals and IT capabilities. The IT Product Owner facilitates discussions on solution design, implementation, and continuous improvement, working closely with other technical teams (i.e Solution Architects, Enterprise Architects) and suppliers to maximize product valu

e.
PRIMARY DUTIES AND RESPONSIBILIT

• IESOwn the ITSM product on the ServiceNow platform: define and maintain the product vision, roadmap and release plan driven by business value, user needs and technical feasibili
• ty.Maintain a transparent, prioritized product backlog; translate roadmap priorities into clear epics, user stories, acceptance criteria and non‑functional requirements (performance, security, data qualit
• y).Act as the primary business/technical contact for the ITSM product and the main bridge between business stakeholders, ServiceNow delivery teams and operatio
• ns.Collaborate with stakeholders, end users and technical teams to elicit, analyze and document detailed business and technical requirements for incident, problem, change, request, service catalogue, CMDB and related process
• es.Define solution designs that leverage ServiceNow capabilities (scoped apps, Flow Designer, Service Catalog, Performance Analytics) and specify integration patterns (IntegrationHub, MID Server, REST/SOA
• P).Ensure designs preserve data model integrity, CMDB accuracy and conform to platform best practices and enterprise architecture standar
• ds.Lead the end‑to‑end product lifecycle from ideation through build, test, deployment and live support; actively participate in sprint planning, stand‑ups, reviews and retrospectiv
• es.Work closely with development, QA and operations to ensure high‑quality deliveries: oversee integration testing, UAT coordination, release readiness and post‑release validati
• on.Safeguard architectural intent and platform governance during iterative delivery, minimizing technical debt and ensuring upgradeabili
• ty.Define operational runbooks, backup/restore and continuity practices for ServiceNow instances; ensure documentation, monitoring and support procedures are in pla
• ce.Support incident/problem management and root‑cause analysis for platform issues, coordinating remediation with engineering and service tea
• ms.Monitor platform health and usage (Performance Analytics, dashboards) to detect performance, availability or capacity issues and trigger corrective actio
• ns.Define, track and report KPIs and success metrics (e.g., MTTR, SLA compliance, request fulfilment, adoption rates) to measure product impact and inform prioritizati
• on.Collect and analyze user feedback and usage data to identify optimization, automation and simplification opportunities; prioritize enhancements that increase operational efficiency and user satisfacti
• on.Continuously review ServiceNow roadmap and emerging capabilities to propose value‑adding platform innovatio
• ns.Facilitate regular review and feedback sessions with stakeholders to validate progress, re‑align priorities and manage expectations on timelines, risks and deliverabl
• es.Drive user adoption and change management activities: communicate benefits and changes, provide or coordinate training, and publish clear user and support documentati
• on.Ensure all ITSM solutions comply with IT governance, security and regulatory requirements; incorporate privacy, access controls and auditability into product decisio
• ns.Identify delivery risks, dependencies and constraints; develop mitigation plans and escalate issues transparently when necessa
• ry.Enforce platform standards, release policies and configuration management to preserve long‑term maintainability and upgradeabili
• ty.Coordinate with vendors, managed service providers and third‑party integrators as required to deliver platform capabilities and integratio
• ns.Collaborate with enterprise architects, security, operations and service management teams to align ServiceNow capabilities with broader IT strate

gy.
Technical Competencies & Qualificat

• ionsBachelor’s degree or higher in Information Technology, Computer Science, Information Systems, Business Administration, or a related field — or equivalent experie
• nce.Minimum 5–8 years’ experience in IT product management, business analysis, or a comparable role, ideally with direct responsibility for ITSM produ
• cts.Strong practical knowledge of IT Service Management and ITIL practices and how to implement them on an enterprise ServiceNow platf
• orm.Hands‑on experience owning product lifecycle activities: defining vision and roadmap, managing backlogs, scoping releases, and delivering value through development, testing, deployment and supp
• ort.Proven track record translating business needs into technical requirements and user stories, and communicating technical concepts clearly to non‑technical stakehold
• ers.Good understanding of project and risk management practices and experience balancing scope, time and resources to achieve outco
• mes.Direct experience working with ServiceNow in an ITSM context (configuration, workflows, catalog, CMDB, integrations) or equivalent enterprise service management platfo
• rms.Familiarity with integration approaches, data considerations and operational readiness required for ServiceNow deliver
• ies.Experience working with development, QA and operations teams to ensure quality, release readiness and stable operati
• ons.Experience leading cross‑functional teams to deliver product objectives and coordinate work across development, operations, support and business stakehold
• ers.Ability to allocate and coordinate resources, manage competing priorities and dependencies across concurrent initiati
• ves.Authority and judgement to make decisions on feature prioritization, trade‑offs and delivery timelines while managing stakeholder expectati
• ons.Experience with product lifecycle management and agile delivery frameworks (Scrum, Kanban, SAFe or hybrid mode
• ls).Comfortable participating in and driving agile ceremonies, backlog refinement and continuous improvement activit
• ies.Strong analytical and conceptual thinking with a pragmatic, solution‑oriented appro
• ach.Detail‑oriented and disciplined in requirement definition, acceptance criteria and quality ga
• tes.Excellent communication and interpersonal skills; effective facilitation of stakeholder reviews and consensus build
• ing.Demonstrated problem‑solving ability, critical thinking and a results‑driven mind
• set.Flexible and adaptable; able to operate effectively in global, cross‑functional and changing environme
• nts.High ownership and accountability for product outcomes and operational stabil
• ity.ServiceNow certifications and agile/product certifications (e.g., PSPO/CSPO, SAFe, CSA, CIS‑ITSM) and prior domain experience (e.g., healthcare/life sciences) are advantage

ous.
S

• killsDemonstrable problem-solving sk
• ills.Demonstrable organizational sk

ills.