The Product Owner, ServiceNow serves as NYU IT's liaison for onboarding NYU’s Service Management Tool (ServiceLink). This role is responsible for managing the performance of services to clients as agreed to in service level agreements (SLA's). This means ensuring that the service level is achieved and that client expectations are met or exceeded. This also includes project definition, planning, resource management, execution, implementation and communication. The Product owner is also responsible for coordinating the efforts of NYU IT team members, third-party contractors and partners to deliver IT Services in support of business goals and objectives. This role will be 100% remote work.
About NYU IT -NYU IT CORE BELIEFS
We demonstrate our core beliefs everyday in our interactions, attitude and performance.
People at the heart of everything we do: We listen to our clients, and colleagues, and use our expertise to anticipate and address their needs.
Create space to innovate: We challenge assumptions and seek out fresh perspectives and new ways of thinking to fuel our productivity.
Right promise. Right delivery: We set clear goals and priorities, and execute with speed and agility to deliver better results.
Share information. Build trust: We engage in open and honest communications that reflect inclusiveness, fairness and respect for each other.
Teams and partnerships work. Boundaries don’t: We collaborate to maximize the value we bring to NYU because our best ideas come from working together.
Insist on excellence: We take pride in what we do, strive to improve constantly and hold ourselves accountable for the results.
Bachelor's Degree or equivalent
Bachelor's Degree in Computer Science or Master's Degree in Business Administration
5+ years of progressively responsible managerial experience in an information technology environment, with heavy emphasis on managing diverse technologies and engaging with diverse clients. Experience in assessing new client needs, developing and/or selling additional projects to meet needs based on conversations with clients. Experience communicating requirements to technical and non-technical users. and 3+ years of experience in Project Management. Experience with working in a federated environment, working with both local and global service providers. Collaborate with software development teams and technical staff of varying roles and levels of authority.
2+ years of Service-Now development, and/or Service-Now architecture experience. Management experience in an academic environment. Experience using client packaged and/or internal tools such as Service-Now. Experience with any or all of the following: computer programming, process development, service delivery management, and/or relationship management.
Required Skills, Knowledge and Abilities:
Excellent knowledge and experience in global business environments and related information technology areas. Skills in the areas of service management, business modeling, and Information Technology Infrastructure Library (ITIL) framework. Ability to work autonomously in performance of tasks including excellent time management skills. Demonstrated ability to pay close attention to details and analyze work for accuracy. Ability to communicate well, both verbally and in writing, technical concepts to non-technical audiences. Understanding logic behind technical software development and capability for working with highly technical staff a must. Active and creative problem solving skills required.
Preferred Skills, Knowledge and Abilities:
Ability to facilitate and negotiate between multiple organizations, assessing common needs and identifying varying approaches for addressing differences.
NYU aims to be among the greenest urban campuses in the country and carbon neutral by 2040. Learn more at nyu.edu/nyugreen.
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