Apply

Ready to go for it?

AI Apply speeds things up—apply directly if you prefer.

FREE ACCESS
5,000–10,000 jobs/day
JobTailor Logo

See all jobs on JobTailor

Search thousands of fresh jobs every day.

Discover
  • Fresh listings
  • Fast filters
  • No subscription required
Create a free account and start exploring right away.
EY

Unified Support Services Product Management Lead

EY

Product Management Lead integrating EY’s global IT support platforms, experience tools and AI solutions. Owning product strategy, backlogs and omnichannel support experiences for EY employees.

Posted 9/4/2026full-timeTaguig • 🇮🇳 IndiaSeniorWebsite

Core Competencies

Role fit
Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in product management with a focus on leading complex integrations across Service Desk and AI platforms. Proficient in Agile methodologies and skilled in stakeholder management to drive product vision and strategy.

Highest-signal resume keywords
Product Management ExperienceIntegration Strategy DevelopmentAgile MethodologiesStakeholder ManagementCustomer-Centric Mindset

ATS Keywords

Tailor your resume
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills
Product Backlog ManagementFunctional Requirements DefinitionData AnalysisKnowledge OrchestrationAPI Development
Soft Skills
LeadershipDecision-MakingAnalytical SkillsInterpersonal SkillsCommunication Skills
Tools & Technologies
GenesysQualtricsServiceNow ITSM/VAMicrosoft CopilotNexthink
Industry Keywords
IT Service DeskOmnichannel SupportCritical Success FactorsKPIsITIL

Tech Stack

Tools & technologies
ITSMServiceNow

About the role

Key responsibilities & impact
  • Define and communicate product vision and strategy
  • Manage and prioritize the product backlog to maximize business value and meet user needs
  • Collaborate with stakeholders to gather and refine product requirements
  • Guide the development team on backlog items and implementation needs
  • Assess value and prioritize stories, epics and themes
  • Participate in Agile ceremonies including sprint planning, reviews and retrospectives
  • Monitor product progress and provide timely feedback
  • Own the end-to-end integration strategy across Genesys, Qualtrics, ServiceNow ITSM/VA, Microsoft Copilot, Nexthink and other Service Desk ecosystem tools
  • Define functional and non-functional requirements for APIs, event-based triggers, data synchronization and orchestration layers
  • Analyze customer feedback and usage metrics to inform product refinements
  • Partner with architecture, engineering and vendors on scalable, secure and resilient integrations
  • Drive federated knowledge integration across ServiceNow Knowledge, OEM sources, internal runbooks and device insights
  • Define and enforce AI-ready knowledge standards for Virtual Agents, Copilot experiences and agent-assist tools
  • Integrate Qualtrics experience data with Service Desk platforms for CSAT/DSAT capture, sentiment analysis and closed-loop feedback
  • Lead the Genesys integration roadmap with ITSM and digital channels for seamless chatbot, live-chat and voice escalation

Requirements

What you’ll need
  • Proven experience as a Product Owner or similar product management role
  • Proven experience leading complex integrations across Service Desk, Voice, Experience Management and AI platforms
  • Strong understanding of knowledge orchestration and omnichannel support ecosystems
  • Familiarity with Agile practices, Lean thinking and new product development methodologies
  • Strong leadership, decision-making, analytical and interpersonal skills
  • Excellent communication and stakeholder management abilities
  • Ability to work with cross-functional teams and deliver within tight deadlines
  • Customer-centric mindset focused on delivering value
  • Understanding of Critical Success Factors and KPIs aligned to vendor SLA and service management processes
  • Ability to analyze data against control metrics using ITIL and other vendor-management guidelines
  • Overall 10+ years of product management experience in the IT service desk industry
  • Proficiency in support experience tools such as Genesys, Qualtrics or equivalent
  • Willingness to work in a 24/7 environment

Benefits

Comp & perks
  • Continuous learning and development opportunities
  • Tools and flexibility to make a meaningful impact
  • Transformative leadership, insights, coaching and confidence-building
  • Diverse and inclusive culture
  • Flexible working opportunities
  • Physical, emotional, financial and social well-being benefits (specific benefits vary by country)