Product Owner II - (Infrastructure Enterprise Services)

St. Jude Children’s Research Hospital • Memphis, TN

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About The Position

ALSAC is seeking a Product Owner who views IT support as a product rather than just a collection of tickets, tools, or queues. This role is responsible for the entire end-to-end support experience, from an employee's initial need for help to the full resolution of their issue and restoration of productivity. The primary focus area is End User Compute (EUC), encompassing the technology employees use daily, such as computers, phones, monitors, peripherals, and core productivity tools. This position is central to the company's "single front door" support model and offers a significant opportunity to influence the entire company's IT experience, from onboarding through daily support. As Product Owner II, you will oversee the complete support experience across Client Services and the Service Desk, defining the product vision, setting priorities based on data, guiding delivery, and collaborating with IT leaders and resolver teams to transform pain points into meaningful improvements. The mission is to ensure employees consistently receive timely, reliable, and high-quality support.

Requirements

• Strong working knowledge of Service Desk and Client Services operations, including incident management, request fulfillment, SLAs, escalations, and knowledge management.
• Proven experience owning products or services in a service-oriented or IT operations environment.
• Solid understanding of hardware, software, and network setup related to end user computing.
• Experience using agile methodologies (Scrum) to drive delivery and improvement.
• Ability to facilitate discussions, resolve disagreements, and balance competing priorities.
• Excellent written and verbal communication skills, with the ability to translate technical details into business value.
• Bachelor’s degree in Engineering, Product Development, or a related field.
• 6–8 years of information technology experience.

Nice To Haves

• Agile Product Owner certification (or equivalent) preferred

Responsibilities

• Establish and own the strategic vision and direction for end user support services and platforms.
• Define and maintain a 3-year product roadmap, release plans, and prioritized backlog aligned to business goals.
• Ensure the product delivers measurable value through defined KPIs, usage insights, and service health indicators.
• Own how employees experience IT support across Service Desk and Client Services, including request intake, incident handling, escalations, SLAs, and knowledge management.
• Champion a user-centered experience, identifying friction points in the “front door” and driving improvements where it breaks down.
• Shape how IT is experienced daily—from onboarding to device support and beyond.
• Analyze trends and metrics such as first-call resolution, ticket volume, aging, and escalation patterns.
• Use insights to guide prioritization and decision-making—not just reporting, but real, tangible improvements.
• Continuously evaluate and optimize workflows, tooling, and processes.
• Act as the connective tissue between Service Desk leadership, Client Services leadership, IT Operations, Architecture, Security, and downstream resolver teams.
• Listen deeply to customer and stakeholder pain points, translate them into actionable requirements, and clearly communicate priorities and tradeoffs.
• Partner with IT leadership to ensure alignment with enterprise objectives.
• Define user stories, requirements, user experience flows, and wireframes that clearly communicate product direction.
• Lead agile delivery using Scrum and industry best practices to improve team effectiveness.
• Coordinate software releases, manage defects, and ensure product quality and information security requirements are met.
• Work with vendors and external partners to enhance platform capabilities as needed.
• Translate technical concepts into plain language that resonates with business users.
• Develop training materials and documentation that clearly connect product features to business value.
• Demonstrate product capabilities and provide regular product and project status updates.

Benefits

• Core Medical Coverage: (low cost low deductible Medical, Dental, and Vison Insurance plans)
• 401K Retirement Plan with 7% Employer Contribution
• Exceptional Paid Time Off
• Maternity / Paternity Leave
• Infertility Treatment Program
• Adoption Assistance
• Education Assistance
• Enterprise Learning and Development

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 101-250 employees