Sr Technical Product Manager - ServiceNow

Job Description
Company Description:
McDonald's is proud to be one of the most recognized brands in the world, with restaurants in over 100 countries that serve 70 million customers daily. As the global leader in the food service industry, our legacy of innovation and hard work continues to drive us.
From drive thru updates to delivery to mobile order and pay, we are innovating quickly and growing. Joining McDonald's means thinking big and preparing for a career that can have influence around the world.
At McDonald's, we see every day as a chance to create positive impact. We lead through our values centered on inclusivity, service, integrity, community and family. From support of Ronald McDonald House Charities to our Youth Opportunity project and sustainability initiatives, our values keep us dedicated to using our scale for good: good for our customers, people, industry and planet. We also offer a broad range of outstanding benefits including a sabbatical program, tuition assistance and flexible work arrangements - check them out here !
While most of us are working remote during COVID-19, we're excited to get back to our state-of-the-art headquarters in the booming West Loop of downtown Chicago! It's set up to be a global hub that cultivates collaboration:

• Take a class at Hamburger University
• Sample future items in our Test Kitchen
• Utilize the latest technology to connect with your team around the globe

We are an equal opportunity employer committed to the diversity of our crew members, staff, operators, and suppliers. We promote an inclusive work environment that creates feel-good moments for everyone. We are interested in people who enhance our company culture: Does this role interest you? We encourage you to apply even if you don't meet every single requirement!
Job Description:
As a Technical Product Manager of SMO Platforms, you will be responsible for the overall health of the ServiceNow and Jira platforms, ensuring operations team is aligned to delivering business strategy, the ServiceNow and Jira roadmaps and actively involved in the overarching governance of the platforms. Responsible for platform support team that supports and administers the ServiceNow and Jira platforms. In this leadership role, you will be facilitating adoption of standards to ensure that teams are deploying highly available, portable, and fault-tolerant code on all ITSM platforms. You will also collaborate with teams to translate business needs and requirements into technical requirements, lead demand backlog and proactively settle process and quality gaps behind critical issues in production that are the consequences of changes.
This is an exciting opportunity for an experienced technology leader to help shape the transformation of infrastructure and operations products and services to the entire McDonalds environment.
Responsibilities & Accountabilities:

• Manages a strategically important suite of ITSM technology products, with significant business impact. Owns the definition of the product(s) roadmap.
• Coordinate the integration and maintenance of tools and process with ITSM platforms including ServiceNow, Jira and PagerDuty.
• Lead team in alignment to business strategy, roadmap, and platform governance.
• Articulates vision and improve business value of building, supporting, and developing the ITSM platforms.
• Overall ownership and oversight of ITSM platfom instances, the core platform team and management of platform critical issues.
• Presides over design configuration decisions to ensure alignment with the platform design strategy.
• Responsible for overall roadmap and shape demand for enterprise consumption.
• Facilitates activities through training, testing, release and post release support.
• Outlining vendor partnerships and platform support team planning and delivering reliable system capabilities.
• Continuously evaluate and improve platform health, ensuring highly available, efficiently operating secure systems.
• Work with the platform development team to handle backlog, prioritize development activities and ensure efficient and effective development pipeline.
• Leads a team handling ITSM platform cost and chargebacks.
• Maintains a strategic focus yet retains an appropriate level of hands-on management. Partners with business leaders, technical product managers, and / or architects to figure out long-term viability of systems/products, from business and technology standpoints.
• Removes bottlenecks to enable your team(s) to work independently. Drives team members to proactively identify gaps and opportunities (e.g., services, workflows, tooling) within or between markets and other parts of the organization.
• Invests time to coach junior technical product managers to refine their capabilities and close skill gaps. Works closely with technical product managers and leads by example.

Qualifications:

• 12+ years of technical product management or relevant experience with a Bachelor's degree or 8+ years relevant experience with a Master's degree.
• 7+ years of experience as ServiceNow product manager
• 1-3 years of experience as Jira product manager
• Significant experience partnering with service providers, providing feedback and leading service provider development and support teams.
• Experience integrating ITSM platforms such as ServiceNow with cloud-based platforms, such as AWS, Azure, or Google Cloud.
• Knowledge of Dev/Ops and CICD pipelines as it relates to automation and integration with ServiceNow
• Understand customer centricity, and lead products with that mindset.
• Ability to live the core values every day: Serve, Inclusion, Integrity, Community, and Family.
• Problem solving: Strong analytical skills and detail orientation to identify issues and develop effective solutions, while considering the broader impact on the organization.
• Continuous Learning and improvement, staying updated with industry trends, standard methodologies, and new technologies.
• Highly collaborative and adaptable to rapidly evolving work environment

Preferred Qualifications

• New Product Integration (NPI) experience.
• Solid understanding of data analytics, machine learning and mathematical optimization.
• Experience integrating ServiceNow with monitoring and event management tools such as New Relic or similar solutions.
• Configuration Management Data Base (CMDB) and Asset Management knowledge and experience
• PagerDuty administration or product manager experience
• Agile Practitioner certification

Additional Information:
McDonald's is committed to providing qualified individuals with reasonable accommodations to perform the essential functions of their jobs. Additionally, if you (or another applicant of whom you are aware) require assistance accessing or reading this job posting or otherwise seek assistance in the application process, please contact [email protected]
McDonald's provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to sex, sex stereotyping, pregnancy (including pregnancy, childbirth, and medical conditions related to pregnancy, childbirth, or breastfeeding), race, color, religion, ancestry or national origin, age, disability status, medical condition, marital status, sexual orientation, gender, gender identity, gender expression, transgender status, protected military or veteran status, citizenship status, genetic information, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
Nothing in this job posting or description should be construed as an offer or guarantee of employment.