Product Owner II - (Infrastructure Enterprise Services)
We are looking for a Product Owner who thinks of IT support as a product, not just a collection of tickets, tools, or queues. This role owns the end-to-end support experience—from the moment an employee needs help to the point their issue is fully resolved and their productivity restored.
The primary service area for this role is End User Compute (EUC), which includes the technology employees rely on every day: computers, phones, monitors, peripherals, and core productivity tools. This position sits at the center of our “single front door” support model and has a significant opportunity to shape how the entire company experiences IT—starting with onboarding and extending through everyday support.
s Product Owner II, you will own the full support experience across Client Services and the Service Desk—not just a specific tool or process. Your “customer” is the entire company, and your mission is to ensure employees consistently receive timely, reliable, and high-quality support.
You will define the product vision, set priorities that matter most, guide delivery with data, and partner closely with IT leaders and resolver teams to turn pain points into meaningful improvements.
Key ResponsibilitiesProduct Strategy & Vision- Establish and own the strategic vision and direction for end user support services and platforms.
- Define and maintain a 3-year product roadmap, release plans, and prioritized backlog aligned to business goals.
- Ensure the product delivers measurable value through defined KPIs, usage insights, and service health indicators.
- Own how employees experience IT support across Service Desk and Client Services, including request intake, incident handling, escalations, SLAs, and knowledge management.
- Champion a user-centered experience, identifying friction points in the “front door” and driving improvements where it breaks down.
- Shape how IT is experienced daily—from onboarding to device support and beyond.
- Analyze trends and metrics such as first-call resolution, ticket volume, aging, and escalation patterns.
- Use insights to guide prioritization and decision-making—not just reporting, but real, tangible improvements.
- Continuously evaluate and optimize workflows, tooling, and processes.
- Act as the connective tissue between Service Desk leadership, Client Services leadership, IT Operations, Architecture, Security, and downstream resolver teams.
- Listen deeply to customer and stakeholder pain points, translate them into actionable requirements, and clearly communicate priorities and tradeoffs.
- Partner with IT leadership to ensure alignment with enterprise objectives.
- Define user stories, requirements, user experience flows, and wireframes that clearly communicate product direction.
- Lead agile delivery using Scrum and industry best practices to improve team effectiveness.
- Coordinate software releases, manage defects, and ensure product quality and information security requirements are met.
- Work with vendors and external partners to enhance platform capabilities as needed.
- Translate technical concepts into plain language that resonates with business users.
- Develop training materials and documentation that clearly connect product features to business value.
- Demonstrate product capabilities and provide regular product and project status updates.
- Employees experience IT support as predictable, intuitive, and valuable.
- Service Desk and Client Services are aligned around shared priorities and outcomes.
- Metrics show improved resolution times, reduced aging, and better first-contact resolution.
- Stakeholders understand the roadmap, tradeoffs, and why work is prioritized the way it is.
- The support experience continuously improves—not through heroics, but through intentional product ownership.
- Strong working knowledge of Service Desk and Client Services operations, including incident management, request fulfillment, SLAs, escalations, and knowledge management.
- Proven experience owning products or services in a service-oriented or IT operations environment.
- Solid understanding of hardware, software, and network setup related to end user computing.
- Experience using agile methodologies (Scrum) to drive delivery and improvement.
- Ability to facilitate discussions, resolve disagreements, and balance competing priorities.
- Excellent written and verbal communication skills, with the ability to translate technical details into business value.
- Bachelor’s degree in Engineering, Product Development, or a related field.
- 6–8 years of information technology experience.
- Agile Product Owner certification (or equivalent) preferred.
This position is based at ALSAC’s National Executive Office in Memphis, TN and is eligible for a hybrid work schedule.
- Core Medical Coverage: (low cost low deductible Medical, Dental, and Vison Insurance plans)
- 401K Retirement Plan with 7% Employer Contribution
- Exceptional Paid Time Off
- Maternity / Paternity Leave
- Infertility Treatment Program
- Adoption Assistance
- Education Assistance
- Enterprise Learning and Development
- And more
ALSAC is an equal employment opportunity employer.
ALSAC does not discriminate against any individual with regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, transgender status, disability, veteran status, genetic information or other protected status.
No Search Firms:
ALSAC does not accept unsolicited assistance from search firms for employment opportunities. All resumes submitted by search firms to any ALSAC employee or ALSAC representative via email, the internet or in any form and/or method without being contacted and approved by our Employee Experience team and without a valid written search agreement in place will result in no fee being paid if a referred candidate is hired by ALSAC.
Skills Required
- Strong working knowledge of Service Desk and Client Services operations
- Proven experience owning products or services in a service-oriented or IT operations environment
- Solid understanding of hardware, software, and network setup related to end user computing
- Experience using agile methodologies (Scrum) to drive delivery and improvement
- Ability to facilitate discussions, resolve disagreements, and balance competing priorities
- Excellent written and verbal communication skills, with the ability to translate technical details into business value
What We Do
ALSAC is the largest healthcare-related charity in the United States. Founded in 1957 by Danny Thomas, our sole mission is to raise the funds and awareness needed to operate and maintain St. Jude Children's Research Hospital®. While our headquarters can be found in Memphis, Tennessee, we have additional offices in more than 30 locations across the country and in Puerto Rico with positions in fundraising, marketing, digital, information technology, legal, finance and many other disciplines all supporting our lifesaving mission - Finding cures. Saving children. ® At ALSAC, we believe in hiring the best and brightest from around the globe, and in 2020 we were named #1 on Fast Company's 100 Best Workplaces for Innovators. With a concerted focus on diversity and inclusion, we value and respect the contributions of all of our employees. Our work environment encourages everyone to be their authentic selves as we strive together towards a day when “no child dies in the dawn of life.” As we look to the future, we understand that we must be relentlessly innovative. Our work helps fuel the groundbreaking research and treatment at St. Jude and ensures that families never receive a bill from St. Jude for treatment, travel, housing or food — because all a family should worry about is helping their child live. View our career opportunities at https://www.stjude.org/jobs/alsac.html and follow ALSAC across social media using @stjude. To learn more about the research hospital, follow St. Jude Children's Research Hospital on LinkedIn. For specific career opportunities available through the hospital, visit www.stjude.org/JoinOurMission.
