Product Manager, ServiceNow – Enterprise Product

Work location:Home Office 1303 Yonge StCity:TorontoWhat you will do:Product Manager, ServiceNow – Enterprise Product Hybrid position working for 3 days per week from the Cineplex Head Office in Toronto at Yonge and St. Clair.The Enterprise ProductTeam has an immediate opening for the position of Product Manager with a focus on Call Centre Technology (ServiceNow) who is passionate about creating unique and engaging end user focused experiences. In this role, you will be focused on working collaboratively with teams across the organization to identifyuser pain points and deliver awesome user facing solutions. The Product Manager (PM) position is responsible for delivering business value, improve efficiency, and improve customer satisfaction through the production of quality products.The specific responsibilities include:?As a background you understand Call Centre technology with a focus on ServiceNow ITSM and CSM platformsUtilize best practices for defining business capabilities, understanding core requirements andrecommending technical solutionsManage and prioritize the backlog of work to ensure a clear roadmap for delivery, set and meet milestones, and balance work across internal teams, leveraging external implementation partners when necessaryImplement improvements to automate business functions and make effective use of technology to improve the internal and external user experience.Collaborate with vendors on learning best practices and configuration details of various systems to provide 3rd level support management Develop a thorough understanding of the business goals, practices, and processes totranslate them into system functionality and user-requirements that define scope and specifications to see them through toaccurate solutions, and facilitate dialogue and discussion between the business and D&T (internal and externalproviders)Effective problem investigation that leads to issue resolution. Gather evidence from logs, reports, application data, etcEffective management of internal and vendor support tickets including presentation of evidence in a coherent useful formatSome afterhours work required in rare cases (may require a corporately issued mobile phone)QualificationsEducation & Experience RequiredBachelors Degree in IT, Computer Science or Business AdministrationSpecialized Knowledge, Skills or Abilities.Strong analytical skills, ability to diagnose issues and do root cause analysisClear and concise oral and written communication/presentation skillsStrong knowledge of business analysis – including requirements gathering and business process mappingKnowledge of understanding & writing basic SQL queries for technical review, data analysis and/or troubleshooting5+ years Product Management experience is needed3+ years Agile Methodologies is needed3+ years of experience in ServiceNow (ITSM / CSM)Experience managing Call Centre VoIP technologies such Genesys CloudExperience managing external professional service vendors is neededDevelop and maintain the product roadmap, highlighting dependencies and risksEnsure the product roadmap is prioritized to be in line with business objectives and goalsExperience working as a part of a collaborative, cross functional teamStrong collaboration skills to engage with various stakeholders to ensure goals are clear and aligned to business objectivesStrong analytics skills with the ability to understand the business value of features being requestedAbility to develop and deliver presentations that convey a clear understanding of the what and why when something is being worked onAbility to develop strong relationships to deliver customer centric solutionsActively learns through experimentation and is able to test and learn ideas when tackling problemsGuides team members in understanding business context, overall strategy, analysis, and prioritization of featuresAbility to understand business problems, extract requirements and translate them into user stories for the development teamManage the product backlog with prioritized user stories ensuring it aligns with business, customer, and technical prioritiesPlanning and prioritizing work to meet commitments aligned with organizational goalsOwn the delivery of incremental business value that meets stakeholder needsCreate and review project artifacts (e.g., user stories, epics, process maps, business plans, etc.) with the scrum teamAdditional InformationMust be able to quickly acquire an in-depth knowledge of applications and new ‘out of the box’ solutionsInclusion & DiversityCineplex, its subsidiaries, and affiliates are equal opportunity employers with a commitment to hiring and retaining a diverse workforce. We encourage and welcome applications from all intersectional walks of life. The collective sum of our individual differences, experiences, knowledge, innovation, self-expression, unique capabilities, and talent represents a significant part of our culture. By valuing a diverse workforce, we enforce hiring practices that are fair and equitable. AccessibilityWhile we appreciate all interest, only those candidates selected for an interview will be contacted.