ServiceNow Product Manager

As a ServiceNow Product Manager for the UK Health Security Agency (UKHSA) Technology team, you will play a pivotal role in leading the digital transformation of the agency, ensuring it becomes a more data-driven, customer-focused, and digitally advanced organisation.

In this role, your primary focus will be on utilising ServiceNow effectively to enhance UKHSA's digital capabilities. You will lead the design, development, and maintenance of ServiceNow APIs, UIs, and backend infrastructure to achieve UKHSA's objectives of transforming health expectations across England. Your responsibilities include identifying process optimisation opportunities for products and services, contributing to implementing proposed solutions, and providing expert technical knowledge in ServiceNow throughout the design, build, and test phases.

Taking ownership of projects from inception to production, you will work closely with business and technology stakeholders to translate business problems into technical designs. Your role involves collaborating with UCD, Service Design, and DevOps teams to develop elegant solutions for complex problems.

Championing user research to prioritise user needs, putting users first and managing competing priorities, you will offer recommendations on the best tools and methods, ensuring the delivery of a high-quality service within ServiceNow that empowers individuals to make positive changes in their working lives.

You will be tasked with creating and maintaining a roadmap of features for the constant evolution of the ServiceNow platform ensuring it meets the needs of the agency.

Main Duties of the Job

1. Strategic Planning:
   • Collaborate with senior stakeholders to understand business needs and translate them into a comprehensive ServiceNow strategy.
   • Develop and maintain a roadmap for the ongoing enhancement of the ServiceNow platform to meet organisational goals.
2. Product Ownership:
   • Take ownership of the end-to-end product lifecycle, from ideation to implementation and ongoing optimisation.
   • Define and prioritise product features and requirements, ensuring alignment with business priorities.
3. Stakeholder Engagement:
   • Establish strong working relationships with internal and external stakeholders to gather requirements and feedback for continuous improvement.
   • Communicate effectively with both technical and non-technical stakeholders, ensuring a common understanding of product objectives.
4. ServiceNow Configuration and Customisation:
   • Oversee the configuration and customisation of the ServiceNow platform to meet business requirements.
   • Stay abreast of ServiceNow best practices and updates to drive continuous improvement.
5. Team Collaboration:
   • Work closely with development teams, business analysts, and other relevant teams to ensure the successful delivery of ServiceNow solutions.
   • Provide guidance and support to the team, fostering a collaborative and innovative working environment.
6. Quality Assurance:
   • Define and implement testing strategies to ensure the reliability and functionality of the ServiceNow platform.
   • Conduct regular quality assurance checks and reviews to maintain a high standard of service.
7. Documentation and Reporting:
   • Create and maintain comprehensive documentation, including user guides and technical documentation.
   • Generate regular reports on key performance indicators, highlighting areas for improvement and success.

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