product manager for internal IT services

Plata; United States; On-site; USD 120,000 - 160,000; Full time

Benefits offered by this job

Healthcare coverage

Education budget

Wellness budget

20 days annual leave

Relocation support

Job summary

HireHi ищет лид-проекта по Internal IT Support для определения стратегии продукта, постановки целей и дорожной карты. Вы будете вести приоритизацию бэклога, работать с данными и метриками, улучшать путь сотрудников через IT-сервисы и внедрять автоматизацию для снижения повторяющихся запросов.

Требуется опыт в управлении внутренними продуктами и владение методами discovery; англ. язык не ниже B2. Возможен гибрид/удалённый режим и поддержка релокации в Cyprus/Serbia.

Qualifications

• 3+ года опыта в Product Management
• Опыт владения внутренними продуктами/цифровыми платформами
• Навыки обнаружения проблем, приоритизации и управления дорожной картой
• Способность определять проблему за запросом и оценивать решения
• Сильные аналитические навыки и работа с метриками
• Опыт работы со многими командами и стейкхолдерами
• Английский не ниже B2

Responsibilities

• Определять стратегию продукта, приоритеты и дорожную карту для Internal IT Support Lead
• Создавать и сортировать бэклог на основе данных, потребностей пользователей и бизнес-ценности
• Улучшать концевые пути сотрудников в рамках внутренних IT-услуг
• Внедрять автоматизацию и сокращать мануальные операции
• Определять метрики продукта и измерять влияние на опыт сотрудников
• Скоординировать инициативы между Internal IT Support, Service Desk и инженерными командами
• Работать с Security, Compliance, HR, Finance и др. для улучшения пути сотрудников

Skills

Product management

Internal product ownership

Roadmap management

Data-driven decisions

Stakeholder management

English proficiency (B2+)

Jira Service Management

ServiceNow

Tools

Jira Service Management

ServiceNow

Job description

Описание:

Plata’s Internal IT Support team brings together teams responsible for employee experience across devices, access, software, Service Desk, and technical support.

Задачи:

• Define the product strategy, priorities, and roadmap for Internal IT Support Lead product discovery to understand employee and business needs and identify key problems to solve
• Build and prioritize the product backlog using data, user needs, business value, cost, and risk
• Improve end-to-end employee journeys across internal IT services, from onboarding and daily use to offboarding
• Drive automation and process improvements to reduce manual work, recurring issues, and avoidable support requests
• Define product metrics and measure the impact of improvements on employee experience, support quality, efficiency, and cost
• Coordinate product initiatives across Internal IT Support, Service Desk, ITS Engineering, and Global Assets
• Work with Security, Compliance, HR, Finance, Procurement, and other teams to deliver improvements across the employee journey

Требования:

• 3+ Years of experience in Product Management
• Experience owning internal products, digital platforms, or complex workflow-based products
• Hands-on experience with product discovery, problem identification, prioritization, and roadmap management
• Ability to identify the user or business problem behind a request and evaluate different solutions
• Strong analytical skills and ability to use data and product metrics to make decisions and measure results
• Ability to think across end-to-end user journeys rather than individual processes
• Experience working with multiple teams and stakeholders and aligning different priorities
• English B2 or higher
• Будет плюсом: experience with Digital Workplace, Employee Experience, or EUC products; knowledge of ITSM practices such as Incident, Request, Change, Problem, or Knowledge Management; experience with Jira Service Management or ServiceNow; experience with service analytics, UX research, or service design; experience with employee lifecycle processes, including access, equipment, software, or licenses

Условия:

• Relocation support to one of the company’s hubs in Cyprus or Serbia, with assistance for the employee and their family
• Flexible work from one of the offices or remotely
• Healthcare coverage
• Education budget for language lessons, professional training, and certifications
• Wellness budget for mental health and fitness activity reimbursements
• 20 Days of annual leave and paid sick leave