ITSM - Product Designer

Ford Motor • Dearborn, MI

6d • Hybrid

About The Position

The ITSM Product Manager turns stakeholder needs into clear, prioritized work and coordinates delivery across internal teams and external partners. The role supports quarterly planning, manages incident and service request queues, shapes requirements into actionable work, and organizes delivery cycles. It also coordinates ITSM processes and integrations, communicates progress and risks, and helps teams manage priorities, dependencies, and customer expectations. Success calls for Jira experience, Agile exposure, strong communication, and effective coordination skills.

This position is hybrid, with a requirement to be onsite four or more days per week. The role is salary grade 7, with a stated range of $99,600–$166,600. Visa sponsorship is not available; candidates must be legally authorized to work in the United States.

Requirements

• Bachelor’s degree required.
• Experience using Jira to manage work, backlogs, or delivery tracking.
• Exposure to Agile ways of working, such as sprint planning, stand-ups, and iterative delivery.
• Strong prioritization, work breakdown, requirements clarification, and delivery coordination skills.
• Effective communication and stakeholder-engagement skills, including experience working with external stakeholders.
• Ability to manage competing priorities, identify dependencies, and follow through on blockers and escalations.
• Candidates must be legally authorized to work in the United States; visa sponsorship is not available.

Nice To Haves

• ServiceNow platform knowledge.
• IT Service Management (ITSM) experience.
• Vendor or external-partner management experience.
• Master’s degree.

Responsibilities

• Partner with internal stakeholders to understand new work requests, clarify needs, gather requirements, and confirm expected outcomes.
• Translate requests into actionable work items, identifying appropriate detail, dependencies, and blockers and coordinating additional requirements or solutioning as needed.
• Organize and prioritize the backlog, plan delivery cycles, and coordinate assignments across development and design resources.
• Partner with external stakeholders during quarterly planning to review proposed work, understand priorities, and align on commitments.
• Monitor and coordinate incident and service request queues, ensuring work is routed, tracked, and addressed appropriately.
• Facilitate team meetings and delivery check-ins, clarify ownership and expectations, and coordinate work across internal teams and external partners.
• Coordinate product and process work across ITSM functions, including service requests, incidents, changes, problems, and knowledge management.
• Manage planning and delivery of integrations connecting ITSM capabilities with enterprise platforms, services, and data sources.
• Communicate status and expectations, obtain decisions and approvals, and work with stakeholders to address blockers and support delivery.
• Identify urgent issues, delivery risks, and impediments and escalate them to appropriate stakeholders.
• Contribute to improvements in work-management practices, governance, team coordination, and delivery processes.
• Make day-to-day product decisions by prioritizing work and determining scope and breakdown in alignment with team objectives and stakeholder needs.
• Coordinate responsibilities and share information across the product team to support continuity and coverage.
• Support queues are monitored, appropriately routed, and managed in line with established response expectations.
• Ensure work items are clear, actionable, and sufficiently refined for delivery planning.
• Organize delivery cycles and communicate work, ownership, stakeholder status, next steps, decisions needed, risks, and changes in expectations.
• Consider integrations and cross-team dependencies during planning and delivery; identify and address blockers and escalations in a timely manner.
• Review and improve delivery and work-management practices as needed.

Benefits

• Immediate medical, dental, vision, and prescription drug coverage.
• Paid parental leave, new parent ramp-up programs, and subsidized back-up child care.
• Family-building benefits, including adoption and surrogacy expense reimbursement and fertility treatments.
• Vehicle discount program for employees and family members, and management leases.
• Tuition assistance.
• Established and active employee resource groups.
• Paid time off for individual and team community service.
• Generous vacation time, sick/personal time, and paid holidays, including between Christmas Eve and New Year’s Day.

What This Job Offers

• Job Type: Full-time