In the Hardware Asset Management Product team, we provide Tech with reliable, end-to-end governance of the Tech enterprise Hardware Asset Management (HAM) product – ServiceNow HAMPro. The Product Owner, Hardware Asset Management is accountable for driving value delivery and will ensure HAM product governance processes align to customer use cases and are adhered to. In addition, the Product Owner will support the delivery of a single Tech wide, end to end, hardware asset management process by working with key stakeholders to implement and manage hardware asset management to best practices, process, standards, and policy.

The Product Owner, Hardware Asset Management has an advanced understanding of the hardware asset life cycle and associated hardware asset management processes. This understanding also includes the methodologies and techniques needed to guide an organization to attain key HAM KPIs and how these metrics enable delivery of overarching goals of IT Operations. Accountable for leading delivery of strategic HAM platform priorities and initiatives, the Product Owner will be the advocate for HAM processes and HAM customer experience integrity.

Senior Manager, Product Owner, Hardware Asset Management

Key Responsibilities:

• Leadership: Platform leadership for the deployed ServiceNow Hardware Asset Management product (HAMpro). Make sound decisions to enable the agile development team to yield prioritized value delivery and encourage strategic thinking, innovation, and action

• Product Domain: Understand the product domain (Hardware Asset Management in ServiceNow) from a technology perspective and how it adds value for our business stakeholders. Accountable for owning the technical product domain relationship with ServiceNow and third-party solutions providers, developers, and internal Tech partners.

• Technical Configuration: Assist the ITOM/ITAM/Core & CMDB Product Manager to decompose funded Epic work into deliverable Feature work and be responsible to surface product domain technical debt work to the Product Manager for inclusion to product domain roadmaps and PI Planning. Accountable for owning the prioritized product domain backlog, working with the agile delivery team to plan committed Feature work delivery and accept that Feature work as complete when delivered by the agile delivery team.

• Governance & Product Assessment. Standardize product domain value delivery based on vendor best practices and by leveraging knowledge from the ServiceNow customer community. Use data to drive product domain operational improvements and to influence the strategic product domain roadmap. Partner closely with ServiceNow product owners and influence the internal ServiceNow roadmap for Hardware Asset Management feature enhancements. Work with the Product Manager to plan new value delivery by incorporating those feature enhancements into the roadmap.

• Quality, Risk & Compliance: Responsible for ensuring product domain delivery supporting the business is compliant with internal security, risk management policies and practices, external regulatory and statutory requirements e.g. GxP, SARBOX

Basic Qualifications:

• 5+ years combined experience in Hardware Asset Management Support or Leadership Role in an IT operations, managed services, or service delivery environment

• Hardware Asset Process Manager and Support duties and roles within an ITAM environment

• Preferred ServiceNow or other ITAM tool experience

• Advanced understanding of ITAM fundamentals with an expertise in the assigned process.

• Experience with implementing and Managing ITAM or ITIL processes

• Proven experience in a Product Owner role, providing solutions to solve business problems

• Understanding of Product Owner accountabilities, agile delivery methodology, and relevant framework experience e.g. Scrum, Kanban, SAFe

• Excellent senior stakeholder management, strong influencing, and communication skills

• Excellent leadership skills with experience collaborating with and giving direction to cross-functional teams

• Experience working with third parties in the delivery of working products

• Experience working with diverse teams (countries and cultures) effectively

• Strong sense of urgency, ability to make things happen

• Effectively manages multiple tasks in parallel. 

Preferred Qualifications:

• Lean Six Sigma

• ITIL Intermediate - Service Operations (v3) / ITIL Specialist – Create, Deliver and Support (v4) level qualification

• Problem Solving methods and techniques, e.g. Kepner-Tregoe

• SA