ITSM Product Owner

Job Title: ITSM Product Owner Location: Phoenix AZ Focus: ITSM processes & operational governance Key Highlights: Own Incident, Problem, Change & Knowledge management roadmap Define major incident handling & post-incident reviews Ensure audit compliance & governance controls Improve service desk experience & workflows Drive KPIs like MTTR, FCR, change success rate Purpose: Own the roadmap and backlog for ITSM processes and user experience to improve operational consistency, control execution, and service quality while meeting regulatory and audit expectations. Key Responsibilities Own incident, problem, change, and knowledge management roadmaps and backlogs; standardize workflows across towers/domains. Define major incident management, swarming/collaboration, communications, and post-incident review practices; drive automation and templates. Embed governance and controls: change risk/approval policies, emergency change handling, evidence capture, and audit-ready reporting. Partner with Service Desk and Service Operations leaders to optimize operator experience in Service Operations Workspace and/or Agent Workspace. Drive knowledge strategy (KCS-aligned practices), content quality, and deflection metrics; improve self-service outcomes. Define process KPIs and SLAs/OLAs: MTTR, first-contact resolution, reopen rate, change success rate, incident recurrence, knowledge reuse/deflection. Key Deliverables / Artifacts ITSM domain roadmap and prioritized backlog. Process designs (current/future state), policy/controls mapping, and standard operating procedures. UAT plan and scripts; training content for Service Desk, fulfillers, and approvers. Dashboards and reporting for operational performance and control evidence. Release notes and stakeholder communications per release cycle.bfb3568a-762b-4989-884b-a9682aa104ca