ITSM - Product Designer

Ford Motor Company • Dearborn, MI

7d • $99,600 - $166,600 • Hybrid

About The Position

Ford Motor Company is seeking an ITSM professional to turn stakeholder needs into clear, prioritized work and coordinate delivery across internal teams and external partners. The role supports quarterly planning, manages incident and service-request queues, translates requirements into actionable work, and organizes delivery cycles. It 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.

The position works across service requests, incidents, changes, problems, and knowledge management, and coordinates integrations between ITSM capabilities and other enterprise platforms, services, and data sources. The role is hybrid, with a requirement to work onsite four or more days per week. It is salary grade 7, with a stated range of $99,600–$166,600. Visa sponsorship is not available.

Requirements

• Bachelor’s degree.
• 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.

Nice To Haves

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

Responsibilities

• Partner with internal stakeholders to understand work requests, clarify needs, gather requirements, and confirm expected outcomes.
• Translate requests into clear, actionable work items; identify dependencies and blockers; and coordinate additional requirements or solutioning.
• Organize and prioritize team work, 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 incoming incidents and service requests, 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 other enterprise platforms, services, and data sources.
• Communicate status and expectations, obtain decisions and approvals, and address blockers with stakeholders.
• Identify urgent issues, delivery risks, and impediments, and raise them with appropriate stakeholders.
• Contribute to improvements in work-management practices, governance, team coordination, and delivery processes.
• Prioritize work and determine appropriate scope and breakdown in alignment with team objectives and stakeholder needs; escalate decisions or issues requiring additional support to the ITSM Product Owner.
• Share information, coordinate responsibilities, and provide coverage across the product team.
• Ensure work items are refined for delivery planning and stakeholders understand status, next steps, decisions, risks, and changes in expectations.
• Consider integration and cross-team dependencies during planning and delivery, and review and improve delivery practices as needed.

Benefits

• Immediate medical, dental, vision, and prescription drug coverage.
• Paid parental leave, new-parent ramp-up programs, and subsidized backup childcare.
• 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.
• Employee resource groups.
• Paid time off for individual and team community service.
• Vacation time, sick/personal time, and paid holidays, including time between Christmas Eve and New Year’s Day.

What This Job Offers

• Job Type: Full-time