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Sr Product Manager - ESM (Scrum) | Multinational Fortune 500 Leading Giant | 12-16 years

Zoek Pin Pakhru-in, Kangra, Himachal Pradesh

Permanent (Full time)

About the Role:
As an ESM Senior Product Manager, you will work within the Product Management & Agile Delivery group within the ESM department. ESM is responsible for many areas that fall within the larger Service Management umbrella:

  • IT Service Management
  • Operations Management
  • Business Management
  • Asset & Configuration Management
  • Governance, Risk & Compliance
  • Procurement
  • HR Service Delivery
  • Platform User Experience
    Understanding our customers and the capabilities that we provide to them is a key part of this role. Building and managing customer relationships allows us to understand their business and deliver value to them.


  • Product Manager
  • Capability Owner
  • Story Owner
  • Knowledge Article Owner
  • Incident Ticket Owner
  • Request Ticket Owner

The responsibilities for each of these roles are outlined below.

  • Understand your stakeholder's business and priorities while fostering collaborative engagement, sharing relevant information, and ensuring that their feedback is welcome and acted upon
  • Advocate for our capabilities and their value to our stakeholders
  • Map business needs to our capabilities to identify opportunities and gaps
  • Drive and monitor stakeholder adoption and satisfaction
  • Conduct quarterly business reviews with stakeholders
  • Provide input and potential improvements to the Product Owner based on your stakeholder's business needs and operational usage
  • Understand capabilities and capability roadmaps in order to provide information to stakeholders and inform their requirements
  • Create and maintain a stakeholder roadmap for the next 1-4 quarters
  • Manage the story backlog for your stakeholder requirements
  • Work with the Capability owners to ensure that the necessary documentation and training are provided to stakeholders
  • Manage the queue of incoming incident and requests assigned to the Product Management group
  • Act as the story owner for stakeholder requirements
  • Identify, escalate and remove roadblocks, triage defects, and provide clarity for customers on issues where appropriate
  • Address stakeholder issues, including removing roadblocks and triaging defects

Capability Owner:

  • Responsible for the overall capability, apart from any specific stakeholder group
  • Drive capability alignment to industry best practices as well as overall simplification and automation
  • Ensure that the capability meets business needs and provides effective and efficient operations
  • Ensure that we have a complete, cohesive, scalable and supportable solution
  • Define and establish appropriate policies, standards & guidelines
  • Create and maintain a capability roadmap for the next 1-4 quarters
  • Create and maintain training materials and delivery methods
  • Create a maintain a prioritized backlog of ESM-driven stories to support the capability
  • Identify and pursue opportunities for continuous improvement with a focus on maturing the solutioning, improving efficiency and effectiveness as well as automation
  • Act as the KBA owner for all documentation to support the capability
  • Act as the story owner for ESM-driven stories to support the capability
  • Review and provide feedback on proposed enhancements and solutions
  • Review and provide feedback on defect solutions

Story Owner:

  • Align updates and solutions with the capability owner
  • Provide accurate and complete stakeholder requirements, including business justification, use cases, priority and acceptance criteria
  • Manage stakeholder communications
  • Work with Engineering on story requirements and solutions, highlighting risks and impacts on solution options
  • Present story at sprint planning and/or submitting into a kanban process
  • Perform and/or coordinate unit, functional and user acceptance testing, product demos, and production validation
  • Provide story information for release notes

Knowledge Article Owner:

  • Ensure that the KBA meets the language and style guidelines.
  • Create additional KBAs as needed, while avoiding duplication within the knowledge base.
  • Ensure that all KBAs are accurate and complete, keeping KBAs as concise and modular.
  • Act as the subject matter expert for the KBA, including responding to feedback.
  • Perform regular reviews of the KBA and retire the KBA when it is no longer relevant.


  • Resolve incidents according to the defined service level agreements
  • Perform analysis of the issue to determine what is happening and resolution options
  • Recommend workarounds, when applicable
  • Engage the right groups to help resolve the incident; create incident tasks to track work to be done by others
  • Ensure everyone assigned to tasks on the incident are working to resolve the incident
  • Ensure the information in the incident ticket is current, accurate and complete
  • Keep the customer informed on the progress of their incident
  • Escalate critical incidents as appropriate

Request Ticket Owner:

  • Review request tasks assigned to your group and assign to individuals for fulfillment
  • Complete the work associated with the task in a timely manner
  • Ensure the information in the request is current, accurate and complete

What We’re Looking For:

  • Bachelor’s Degree in related field and minimum 2 years of relevant business experience
  • In-depth understanding of the Agile principles and methodologies (such as Scrum, Kanban, LEAN) and how they’re applied in workplace culture; related certifications are a plus
  • Hands-on experience working with Agile teams as a product manager, owner or related role
  • Knowledge and experience of Service Management and ITIL principles, methodologies and tools; related certifications are a plus
  • Strong process and project management knowledge and experience
  • Able to solve complex problems and take a new perspective on existing solutions
  • Critical thinker with proven track record of effectively leading execution and value through highly matrixed teams
  • A ‘completer-finisher’ taking accountability for ideas from inception to delivery, including robust metrics to confirm success
  • Must be able to operate in a transforming, fast-paced, complex, high-visibility environment with multiple competing priorities
  • Comfortable under pressure with the ability to manage to tight deadlines while maintaining quality and managing to an acceptable level of risk
  • Strong skills in building positive relationships with internal and external customers, with a strong commitment to customer service and teamwork
  • Must excel working in team-oriented roles that rely on ability to collaborate with others
  • Self-directed and comfortable working in ambiguous environments
  • Strong information seeking skills and drive to make things happen and get results
  • Must be results oriented and make constant progress towards goals
  • Ability to work independently while making sure that you have alignment on direction
  • Must be able to understand business issues, find creative ways to solve problems, and make sound decisions that benefit Nike
  • Strong analytical skills, including a thorough understanding of how to interpret business needs and translate them into operational requirements
  • Hands-on creation of key artifacts including use cases, user stories and user acceptance criteria
  • Ability to see the big picture and implications while still being detail-oriented
  • Exceptional written, verbal, and interpersonal communication skills and the ability to interact professionally with a diverse group of stakeholders, developers and subject matter experts
  • Ability to elicit information, actively listen, dialogue freely, verbalize ideas effectively, negotiate tense situations successfully, and manage and resolve conflict
  • Proven presentation and facilitation skills

Posted 6 days ago

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