Service Transition Product Owner

About the position

At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. We do this by driving Responsible Growth and delivering for our clients, teammates, communities and shareholders every day. Being a Great Place to Work is core to how we drive Responsible Growth. This includes our commitment to being a diverse and inclusive workplace, attracting and developing exceptional talent, supporting our teammates' physical, emotional, and financial wellness, recognizing and rewarding performance, and how we make an impact in the communities we serve. At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us! The Service Transition Product Owner manages and delivers against the IT Service Management product roadmap, prioritizes stories and epics, and ensures delivery of key outcomes. They perform stakeholder analysis and collaborate to understand their business processes to facilitate gathering requirements and product design. The Service Transition Product Owner is responsible for delivery of a best in class Change and Release management product for Bank of America. This job is responsible for planning and coordinating the execution of large program deliverables which requires engagement across multiple organizations. Key responsibilities include communicating target outcomes, coordinating delivery, resource planning, providing visibility of program health, and managing program risks, compliance and financials. Job expectations include ensuring delivery meets the client's expectations in terms of the target outcomes, timeline, and cost and facilitating sync points between business and technology leaders and Risk and Compliance partners.

Responsibilities

• Collaborates with the Head of ITSM product management to develop product strategy, objectives and key results
• Design and implement Change and Release workflows, business rules, controls, reporting and other required features to satisfy Change and Release process requirements
• Design and orchestrate key product integrations to facilitate a best-in-class automation and user experience
• Conduct stakeholder and user analysis to understand needs and key opportunities to inform feature prioritization on an on-going basis
• Work closely with stakeholders to understand their needs and ensures they are aligned on priorities.
• Maintains a product roadmap to deliver against objectives and key results
• Defines the value statement and measurable benefits that will be realized upon product and feature delivery
• Establish and maintain a tight partnership with DevOps and SDLC product owners to ensure roadmap alignment
• Conducts strategic and continuous planning to ensure a robust and high-quality product backlog
• Evaluates and prioritizes demand and decomposes into deliverable features
• Collaborate closely with engineering leads and platform architects on product design and implementation strategies
• Facilitate product design workshops with key stakeholders
• Documents high quality epics, features and stories to maintain the product backlog
• Lead and participate in key product planning and agile delivery routines
• Collaborate with scrum master to remove delivery blockers and increase delivery velocity
• Validate developed features meeting acceptance criteria
• Maintain evidence required for change and release management of product implementations
• Evaluate product feature and release impacts to manage user adoption of new product features
• Develop and maintain knowledge of ServiceNow modules, including ITSM and ITOM
• Leads and coordinates routines to support delivery of large programs, such as kick-offs, status reviews, stakeholder meetings, change controls, and tollgates
• Broadens relationships with business and technology leaders across multiple organizations, as well as Compliance and Risk
• Establishes target outcomes in partnership with stakeholders and leaders
• Tracks success metrics and provides status updates to stakeholders and leadership pertaining to the target outcomes, delivery, performance, risks, issues, and schedule
• Collaborates with sponsors and stakeholders to ensure that execution is aligned with deliverable requirements
• Manages program financials and supports resource planning
• Ensures adherence with Enterprise Change Management standards

Requirements

• 6+ years of experience in a product management or related role
• 4+ years operating in an agile delivery model
• Experience implementing or managing Change and Release management on ServiceNow
• ITIL foundation certified
• Strong technical knowledge and business acumen
• Stakeholder analysis and management skills
• Strong verbal and written communication skills

Nice-to-haves

• 2+ years ServiceNow implementation experience
• 4+ years experience working in banking or other highly regulated industry
• Strong understanding of the ServiceNow common services data model
• Completion of designated ServiceNow learning pathway courses
• Experience in Business Transformation projects, ServiceNow, or ITSM
• ITIL V3 Expert or V4 Managing Professional
• Experience in DevOps automation and integration with Change and Release
• Experience with the Bank's Change improvement and simplification initiatives