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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates extensive experience in product management within the IT service desk industry, focusing on integration strategies and stakeholder collaboration. Proficient in managing product backlogs and ensuring alignment with business value and user needs.
Highest-signal resume keywords
Product Management ExperienceGenesys IntegrationQualtrics Experience MeasurementAgile MethodologiesStakeholder Collaboration
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Product Vision DefinitionBacklog ManagementRequirements GatheringAPI DevelopmentData Integration
Soft Skills
CommunicationLeadershipFeedback ProvisionCollaboration
Tools & Technologies
ServiceNow ITSMMicrosoft CopilotNexthinkUnified Support Services Tools
Industry Keywords
IT Service DeskCustomer ExperienceCSATDSATKnowledge Management
Tech Stack
Tools & technologiesITSMServiceNow
About the role
Key responsibilities & impact- Define and communicate the product vision and strategy to all stakeholders.
- Manage and prioritize the product backlog, ensuring that the team is working on tasks that maximize business value and meet user needs.
- Collaborate with stakeholders to gather and refine product requirements.
- Serve as the primary point of contact for the development team, providing clarity and guidance on backlog items.
- Ensure that the development team understands items in the product backlog to the level needed for implementation.
- Assess value, develop cases, and prioritize stories, epics, and themes to ensure work focuses on those with maximum value aligned with product strategy.
- Participate in Agile ceremonies, including sprint planning, reviews, and retrospectives.
- Monitor product progress at each stage of the development process, and provide timely feedback.
- Own the end-to-end integration strategy across Unified Support Services tools including Genesys (Voice & Digital Channels), Qualtrics (Experience Measurement), ServiceNow ITSM/VA, Microsoft Copilot, Nexthink, and other Service Desk ecosystem tools, ensuring seamless data flow and experience continuity.
- Act as the product owner for cross-platform integrations, defining functional and non-functional requirements for APIs, event-based triggers, data sync, and orchestration layers across support tools.
- Analyze customer feedback and usage metrics to inform product refinements and future development.
- Partner with architecture, engineering, and vendor teams to ensure scalable, secure, and resilient integrations aligned to enterprise standards and future roadmap needs.
- Drive federated knowledge integration across ServiceNow Knowledge, OEM knowledge sources (e.g., Microsoft, Dell, OEM portals), internal runbooks, and contextual device insights to ensure single-pane-of-glass knowledge access for agents and AI copilots.
- Define and enforce AI‑ready knowledge standards (structured content, metadata, decision trees, resolution steps, confidence scoring) to enable effective consumption by Virtual Agents, Copilot experiences, and agent assist tools.
- Own integration of Qualtrics experience data with Service Desk platforms to enable real-time CSAT/DSAT capture, sentiment analysis, and closed-loop feedback mechanisms.
- Lead Genesys integration roadmap with ITSM and digital channels to ensure frictionless escalation between chatbot, live chat, and voice without loss of context or repetition for end users.
Requirements
What you’ll need- Overall 10+years of product management experience in IT service desk industry
- Proficient in support experience tools such as Genesys, Qualtrics or equivalent
- Willingness to work in 24/7
Benefits
Comp & perks- Continuous learning: You’ll develop the mindset and skills to navigate whatever comes next.
- Success as defined by you: We’ll provide the tools and flexibility, so you can make a meaningful impact, your way.
- Transformative leadership: We’ll give you the insights, coaching and confidence to be the leader the world needs.
- Diverse and inclusive culture: You’ll be embraced for who you are and empowered to use your voice to help others find theirs.