IT Product Owner GBS Service Management

About Olympus

We are an equal opportunities employer and we are committed to ensuring that no applicant or employee receives less favorable treatment on the grounds of gender, age, disability, religion, belief, sexual orientation, marital status, or race, or is disadvantaged by conditions or requirements which cannot be shown.

The job is conducted in line with our Core Values which are: Patient Focus, Integrity, Innovation, Impact and Empathy. Olympus is an equal opportunities employer championing a culture of equality, diversity and inclusion embedded throughout the organization and workforce

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Job Summa

ryTo Collaborate with enterprise architects, security, operations and service management teams to align ServiceNow HRSM capabilities with broader IT strateg

y.
PRIMARY DUTIES AND RESPONSIBILIT

• IESDefine and maintain the product vision, roadmap and release plan for HR Service Management (HRSD/HRSM) on ServiceNow, driven by business value, user needs and technical feasibili
• ty.Maintain a visible, prioritized product backlog and translate roadmap priorities into epics, user stories, acceptance criteria and non‑functional requirements (performance, security, data qualit
• y).Act as the primary business/technical contact and bridge between HR stakeholders, ServiceNow delivery teams and IT operatio
• ns.Elicit, analyze and document business and technical requirements for HR processes (case/case management, service catalogue, knowledge, onboarding/offboarding, integrations) and related ITSM processes (incident, problem, change, CMD
• B).Define solution designs leveraging ServiceNow capabilities (scoped apps, Service Catalog, Flow Designer, HR Case Management, Employee Service Center) and specify integration patterns (IntegrationHub, MID Server, REST/SOA
• P).Ensure solution designs preserve data model integrity, CMDB accuracy and conform to platform best practices and enterprise architecture standar
• ds.Lead the end‑to‑end product lifecycle from ideation through build, integration, test, deployment and live support; participate in agile ceremonies and backlog refineme
• nt.Work closely with development, QA and operations to oversee integration testing, UAT coordination, release readiness and post‑release validation; preserve architectural intent and minimize technical de
• bt.Define and maintain operational runbooks, backup/restore and continuity practices for ServiceNow instances; ensure monitoring, support procedures and documentation are in pla
• ce.Monitor platform health and usage (Performance Analytics, dashboards); investigate SLA/availability breaches and drive remediation and optimizati
• on.Define, track and report KPIs and success metrics (e.g., MTTR, SLA compliance, case resolution, adoption rates) to measure product impact and inform prioritizati
• on.Collect and analyze user feedback and usage data to identify optimization, automation and simplification opportunities; prioritize enhancements that improve efficiency and user satisfacti
• on.Drive user adoption and change management: communicate benefits and changes, coordinate training and publish clear user/support documentati
• on.Ensure all solutions comply with IT governance, security, privacy and regulatory requirements; incorporate access controls and auditability into product decisio
• ns.Identify delivery risks, dependencies and constraints; develop mitigation plans and escalate issues transparently when necessa
• ry.Coordinate with vendors, managed service providers and third‑party integrators to deliver platform capabilities and integratio

ns.Other Competencies (Behavioral, Leadersh

• ip)Strategic mindset - Seeing ahead to future possibilities and translating them into breakthrough strategi
• es.Cultivates innovation - Creating new and better ways for the organization to be successf
• ul.Drives results - Consistently achieving results, even under tough circumstanc
• es.Decision quality - Making good and timely decisions that keep the organization moving forwa
• rd.Balances stakeholders - Anticipating and balancing the needs of multiple stakeholde
• rs.Collaborates - Building partnerships and working collaboratively with others to meet shared objectiv
• es.Instills trust - Gaining the confidence and trust of others through honesty, integrity, and authentici
• ty.Situational adaptability - Adapting approach and demeanor in real time to match the shifting demands of different situatio
• ns.Situational adaptability - Adapting approach and demeanor in real time to match the shifting demands of different situatio

ns.
MINIMUM QUALIFICAT

• IONSEducation: Bachelor's degree in IT, Computer Science, Information Systems, Business Administration or related field — or equivalent experie
• nce.Experience: 5–8 years in IT product management, business analysis or similar roles, with direct responsibility for ITSM/HRSM products; hands‑on ServiceNow experience requi
• red.ServiceNow expertise: proven experience with ServiceNow HRSD/HRSM and ITSM modules (case management, Service Catalog, CMDB, HR Case Management, Employee Service Center); familiarity with Flow Designer, scripting (JavaScript), scoped apps, Performance Analytics, IntegrationHub and MID Ser
• ver.Integrations & architecture: experience designing and governing integrations (REST, SOAP, MID Server), maintaining data integrity and working with enterprise integration patterns and cloud/SaaS platfo
• rms.Delivery & methods: experience leading product lifecycle delivery in Agile/SAFe or hybrid environments; strong track record with backlog management, sprint ceremonies, UAT and release managem
• ent.Operational competence: experience defining runbooks, continuity/disaster recovery practices and monitoring platform health and S
• LAs.Analytical & product skills: strong analytical and conceptual thinking; experience defining KPIs, analyzing usage data and building business cases for enhanceme
• nts.Communication & stakeholder management: excellent communication and facilitation skills; able to translate technical concepts for non‑technical stakeholders and manage expectati
• ons.Leadership & behaviors: decisive, results‑driven, detail‑oriented and adaptable; high ownership and ability to coordinate cross‑functional teams and priorit
• ies.Desirable certifications & domain experience: ServiceNow certifications (CSA, CIS‑ITSM, ServiceNow Architect), agile/product certifications (PSPO/CSPO, SAFe) and experience in HR systems or regulated sectors (e.g., healthcare/life sciences) are advanta