Problem Management Product Owner

**Position Snapshot**- Barcelona- Part of IS/IT Workforce 360 ITSM (IT Service Management) Product Group- Permanent contract- Full-time work, virtual working available in a global environment- Bachelor’s degree or higher, preferably computer science, engineering, business administration or related area- Demonstrated experience in a product-based IS/IT organization- Knowledge in ServiceNow and Power BI Dashboard- ITIL Practitioner with knowledge and experience any other Service Management framework- 8+ years of experience in IS/IT Service Management, closest to the Business

**Position Summary**

Under the supervision and guidance of your Senior Product Manager (IT Service Experience) based in Barcelona you will be responsible to manage the Problem Management Product Lifecycle globally. The primary objectives of Problem Management is to prevent disruptions from happening, and to minimize the Impact of Disruptions that cannot be prevented in Nestlé IT environment. To minimize disruption to the business by proactive identification and analysis of the causes of incidents and by managing problems to closure. As receiver-obsessed you have the responsibility to work based on the best way of winning to manage problem management process according to the right purposes “How can we proactively identify the root cause of an incident to avoid recurrences being reliable for Nestlé as an IT organization?” You are accountable for the problem records from triggers until the closure and strategy through continuous value to allow incident metrics to be produced and to facilitate incident analysis for Problem Management and Availability Management purposes. You deliver process controls that support Nestlé's initiative to simplify the life of the end user, standardize work across Nestlé markets and businesses and share above market in centers of scale and competency. You manage your stakeholders as well as the team(s) developing new capabilities that bring value to your products and product groups. You are responsible for the End to End of Problem Management as a product globally, hance being responsible for the supporting tool (ServiceNow), process design, capability built globally (trainings, communications, and knowledge articles), adoption, performance metrics and control points, governance strategy, governance Forum’s design and automation, visual identity, and feedback.

**A Day in the Life ofa Problem Management Owner**:
- Managing the end to end of Problem Management process.- Strategy to support proper resource allocation and commitment from the organization on performing the process and being compliant with the requirements.- Strategy to support Product Organizations preventing disruptions from happening.- Strategy to minimizing the impact of unavoidable incidents for the Product Organizations.- Strategy to leverage temporary solutions (workarounds/known erros) available to incident management to improve restoring time.- Define performance metrics that will bring value to the operations and measure the effectiveness of Problem Management in Nestle IT.- Evolution of Problem Management module to be automated, simple to use and coherent with Nestle’ goals towards this process.- Provide improvement insights to stakeholders and operational leads in form of deployed metrics and monthly dedicated analysis.- Demonstrate value of Problem Management as a framework that alleviates impact and avoid disruptions.- Responsible for a communication strategy that covers capability built, knowledge to the process, evolution of the product and insights on performance.- Responsible for transparent deploys of new functionalities and concise release notes broadcasted to the whole Nestle IT.- Stakeholder management for proper resource allocation and control of Product Streams performance based on the allocation.- Integration between technologies from Service Now to Teams, Vivid Charts, Power BI and more.- Define roadmap strategy using 3E’s concept in a way that the product evolves with a future goal for next years and delivers value to Nestle operations.- Run NPS with Action Plan mapping based on feedbacks provided with the goal of always improve user’s perception and likehood to adopt to the process.- Participate in Problem Management Forums to support Global Problem Forum Lead.- Define governance strategy for the Regional Problem Managers.

**What will make you successful?**- Demonstrated experience in a product based IS/IT organization- 8+ years of experience in IS/IT Service Management (experience with ServiceNow would be an asset).- Knowledge on ServiceNow platform with design and insight skills.- Benchmark capabilities on new technologies and industry operations.- Knowledge on PowerBi, performance metric definition and insight tools.- Knowledge on platform integration.- Organization: Above-average organization and prioritization skills, with the ability to juggle multiple responsibilities at the same time.- Proven tra