Service Desk Product Owner: Roadmap & ITSM Leader

Inspire Medical Systems, Inc.; Minneapolis (MN); On-site; USD 90,000 - 120,000; Full time

Job summary

Inspire Medical Systems is seeking a Service Desk Product Owner to define the vision, strategy, and multi-year roadmap for Service Desk services and enabling technologies. You will translate business needs into prioritized outcomes that improve employee experience and operational efficiency.

You will be the primary liaison among Service Desk operations, IT teams, and stakeholders, owning the ticket backlog and delivering capabilities across ServiceNow ITSM, knowledge, self-service, automation,

Qualifications

• Bachelor’s degree or equivalent practical experience in IT or business.
• 5+ years in IT service management or related field.
• Strong ITIL knowledge.
• Experience with ServiceNow ITSM.
• Ability to influence without authority.
• Excellent written and verbal communication.
• Strong analytical, facilitation, and organizational skills.

Responsibilities

• Define and communicate the Service Desk operations vision, strategy, goals, and multi-year roadmap in alignment with organizational priorities.
• Identify opportunities to improve the end-user support experience through process redesign, self-service, automation, knowledge, analytics, and emerging technologies.
• Develop outcome-based objectives, success measures, and value realization plans.
• Prepare business cases and recommendations for investments, enhancements, and lifecycle decisions.
• Own, maintain, and prioritize the Service Desk ticket backlog based on business value, risk, user impact, operational need, compliance requirements, and technical dependencies.
• Balance new capabilities, technical debt, defects, platform maintenance, and continual improvement work.
• Provide direction for Service Desk capabilities within ServiceNow ITSM and related employee support technologies.
• Partner with ITSM process owners to improve Incident, Request, Knowledge, Problem, and Major Incident Management capabilities.
• Ensure solutions align with ITIL-based service management practices and organizational technology standards.
• Build strong relationships with Service Desk leader, support teams, infrastructure, security, applications, HR, business functions, and end users.
• Facilitate discovery sessions, roadmap reviews, backlog refinement, prioritization discussions, and product demonstrations.
• Collect and analyze user feedback, customer satisfaction data, service trends, and operational pain points.
• Champion intuitive, accessible, and consistent support experiences across channels.
• Communicate priorities, decisions, dependencies, risks, and outcomes to stakeholders and leadership.
• Define and monitor product and service outcomes, including adoption, customer satisfaction, self-service effectiveness, automation value, service performance, and operational efficiency.
• Use ticket trends, demand data, voice-of-customer feedback, and performance reporting to identify and prioritize improvements.
• Develop and maintain dashboards and executive-level reporting that demonstrate platform and service health.

Skills

Cross-functional leadership

Analytical skills

Communication skills

Problem-solving

Education

Bachelor's degree or equivalent in IT or business

Tools

ServiceNow ITSM

Job description

Inspire Medical Systems is seeking a Service Desk Product Owner to define the vision, strategy, and multi-year roadmap for Service Desk services and enabling technologies. You will translate business needs into prioritized outcomes that improve employee experience and operational efficiency.

You will be the primary liaison among Service Desk operations, IT teams, and stakeholders, owning the ticket backlog and delivering capabilities across ServiceNow ITSM, knowledge, self-service, automation,