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

Job Summar

yThe IT Product Owner works closely with cross-functional teams across business and IT to deliver high-quality technology solutions that support business objectives. The IT Product Owner is responsible for owning and driving the lifecycle of IT products, acting as the primary point of contact for business stakeholders, shaping the demand pipeline, delivering solutions, and managing the product backlog. This role involves gathering and prioritizing requirements, translating business needs into technical specifications, and ensuring alignment between business goals and IT capabilities. The IT Product Owner facilitates discussions on solution design, implementation, and continuous improvement, working closely with other technical teams (i.e Solution Architects, Enterprise Architects) and suppliers to maximize product value

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PRIMARY DUTIES AND RESPONSIBILITI

• ES
  Define 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.Collaborate with enterprise architects, security, operations and service management teams to align ServiceNow HRSM capabilities with broader IT strate

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Technical Competencies & Qualificati

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  Education: Bachelor's degree in IT, Computer Science, Information Systems, Business Administration or related field — or equivalent experi
• ence.Experience: 5–8 years in IT product management, business analysis or similar roles, with direct responsibility for ITSM/HRSM products; hands‑on ServiceNow experience requ
• ired.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 Se
• rver.Integrations & architecture: experience designing and governing integrations (REST, SOAP, MID Server), maintaining data integrity and working with enterprise integration patterns and cloud/SaaS platf
• orms.Delivery & methods: experience leading product lifecycle delivery in Agile/SAFe or hybrid environments; strong track record with backlog management, sprint ceremonies, UAT and release manage
• ment.Operational competence: experience defining runbooks, continuity/disaster recovery practices and monitoring platform health and
• SLAs.Analytical & product skills: strong analytical and conceptual thinking; experience defining KPIs, analyzing usage data and building business cases for enhancem
• ents.Communication & stakeholder management: excellent communication and facilitation skills; able to translate technical concepts for non‑technical stakeholders and manage expectat
• ions.Leadership & behaviors: decisive, results‑driven, detail‑oriented and adaptable; high ownership and ability to coordinate cross‑functional teams and priori
• ties.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 advant