Director, HR ServiceNow Product Owner - Remote

At Iron Mountain we protect what our customers value most, from the everyday to the extraordinary. We build customer value around the world with a passion for preserving the physical, transforming the digital, and respecting the environmental. We pioneered the industry for global records and information management and have established some of the best customer relationships in the industry with 95% of the Fortune 1000 companies among our 225,000 loyal customers. Here, you'll bring your expertise and creativity to a workplace that thrives on continuous improvement. Here, you'll be part of a global workforce that embraces the differences among us. And here, we'll encourage you to Climb Higher for the benefit of our customers and each other. There is so much more, but enough about us. We can't wait to hear about YOU.

Job Summary

The remote-based ServiceNow HR Product Owner is a new, global, director-level leadership role within Iron Mountain's Global HR Service Delivery & Operations function. In this role, the incumbent will be responsible for ensuring that the HR service management platform meets business objectives by increasing process efficiency, employee adoption and usage globally. This position and its team are tasked with using the latest technology and process innovations to continuously focus on and improve employee experience and engagement through our digital tools. He/she is also responsible for the content management function working with key HR and operational stakeholders.

The ideal candidate will be expected to understand complex business challenges and requirements across a wide range of stakeholders and customers, and have the vision to translate them into system capability requirements in collaboration with a peer product owner responsible for the ServiceNow platform in Enterprise IT. The ideal candidate will also be a self-starter, process-driven, strategic thinker with strong organizational and excellent communication skills who has the ability to successfully start up a new function. A collaborative leader with exceptional analytical, organizational, and interpersonal skills is required.

RESPONSIBILITIES:

• Act as the Product Owner for Human Resources Case Management and Employee Center in ServiceNow, collaborating with relevant stakeholders and customers to understand and anticipate their needs and translate them into product requirements (including reporting and analytics)
• Gather all business requirements for enhancements, defects, and ad hoc requests and create specifications for developers and quality testing; conduct and sign off on functional/user acceptance testing with stakeholders; is in constant communication with stakeholders concerning the status of in-progress work and preparation for upcoming work
• Manage the functional change request and demand management process related to SNOW (backlog); document and refine requirements (stories) with the team and create sprint goals to deliver features and enablers; continually ensure that the team's backlog priorities are aligned with the global strategy
• Act as the HR functional lead on ServiceNow upgrades, including impact analysis and process improvements for HR configuration and maintenance
• Promote product innovation through engagement with vendors and internal partners to identify new capabilities
• Partner with the Global HR Program Deployment function to incorporate longer-term objectives and input to the HR roadmap, and on change management related to future upgrades/releases
• Manage a team of business analysts who are responsible for documenting business requirements (stories) for new requirements and defects, executing against the backlog, tracking defect status, performing functional/user acceptance testing, training new IRM functional users on SNOW processes, creating and distributing reporting & analytics, and administering security access for and training new internal functional users on SNOW
• Oversee content management development, updates and publishing
• Ensure IRM Corporate policies and programs related to compliance, privacy and information security are applied appropriately

2022 Implementation Program Responsibilities

• Input to the finalization of the implementation partner SOW (depending on timing)
• Collaborate with our implementation partner's Business Process Consultant and advise on IRM HR function's development priorities (goals, approach, products, and features) based on input and requirements from key stakeholders and customers, including HR Service Delivery vendor's Product Owner
• Partner with the Global HR Program Deployment function on change management and across other workstreams and programs as per the project plan
• Hire the team of business analysts who will work on the program and then continue on your team
• Coordinate with testing and functional leads to ensure comprehensive test plans to validate requirements are being met
• Creates operational readiness testing & training plan and inputs to the broader change management, training and communications plan
• Develop and deliver in ServiceNow (Knowledge, Guided Tours) training for the HR Application as necessary for all Subject Matter Experts.

QUALIFICATIONS:

• An energetic individual who can meet the challenges of a fast paced environment, with the comfort and skill to quickly change priorities to meet the needs of the business
• Strong interpersonal and problem-solving skills with ability to build relationships and influence across broad range of stakeholders, including senior executives
• Advanced knowledge of current and emerging technology and process innovation practices, including Agile methodologies
• Must be adept at listening critically to customers and HR peers, and being empathetic and responsive to their needs and concerns through a strong devotion to customer service and technical excellence
• Strong oral and written communication skills, with the ability to translate complex technical solutions or concepts into simple, meaningful messaging for non-technical audiences
• Exceptional attention and focus on continuous improvement to deliver a simple, streamlined employee/customer experience
• Ability to strategically connect dots across the HR technology and process landscape, seeking out interdependencies, conflicts and alignment opportunities

From prior roles, you've gained direct experience in:

• Delivering solutions through the ServiceNow platform (2-3 years, minimum) by partnering with the technology organization and across a variety of HR functional stakeholders, preferably in a product or program management role
• Implementing ServiceNow across a global organization
• Facilitating requirements gathering and global process standardization and re-engineering
• Inputting to change management activities related to new features and functionality
• Working independently with minimal direction
• A bachelor's degree in Computer Science, Business Administration, Management Information Systems or related discipline; Master's degree in a related field preferred
• Travel: Up to 10% travel may be required.

Category: gja_Human Resources