Manager, Digital Product Management - ServiceNow

University of Miami-posted 1 day ago
Full-time • Manager
Miami, FL
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The University of Miami Health System, "UHealth", IT Department has an exciting opportunity for a Full-Time Manager, Digital Product Management - ServiceNow. The Manager, Digital Product Management – ServiceNow is responsible for leading the strategic direction, development, and optimization of the ServiceNow platform to support enterprise-wide IT service delivery. This role serves as the primary liaison between IT and business stakeholders, ensuring that ServiceNow solutions align with institutional priorities, particularly within the context of an academic medical center. The manager oversees product lifecycle management, drives platform adoption, and ensures continuous improvement through agile methodologies. Key responsibilities include roadmap planning, stakeholder engagement, governance, and performance metrics. The role is critical to maintaining operational efficiency, compliance, and user satisfaction across clinical, research, and administrative domains.

  • Manages the iterative lifecycle of the product from conception to maintenance, including concept, scope, specifications, prioritization, design, implementation, user acceptance testing, quality assurance, deployment, and maintenance.
  • Acts as the champion of the product internally and externally, pushing for rapid adoption by defining clear goals and KPIs around customer value, and drives strategies to achieve them.
  • Behaves as the voice of the user inside product development teams.
  • Actively engages in user research, understands user goals and pain points and communicates your in-depth customer knowledge.
  • Analyzes quantitative data to determine which plans are most successful and identifies new product opportunities.
  • Works closely with other Product Managers, Vendors, User Experience, Design and Development to define the Product Vision, Roadmap and Release Plans.
  • Defines and prioritizes the product backlog translating high-level requirements into user stories and performs acceptance testing on a rolling basis throughout each product increment.
  • Collaborates with Marketing, Communications, Operations, and other partners as needed to define and execute on go-to-market activities, ensures user adoption, and identifies and measures user utility.
  • Creates product specifications as needed: wireframes with support from UX team, process workflows, state transition diagrams, copy decks, acceptance test plans, user stories and acceptance criteria, personas, and any other agile artifacts that will serve as a communication bridge between customers and the development team.
  • Functions as the Product Manager for a cross-functional development team, managing the entire feature and product life cycle from planning through development and launch.
  • Establishes and continuously assesses the effectiveness of the internal controls within the unit and compliance with University policies and procedures.
  • Ensures employees are trained on controls within the function and on University policy and procedures.
  • Adheres to University and unit-level policies and procedures and safeguards University assets.
  • Bachelor’s degree in relevant field.
  • ServiceNow certification required (Application Specialist, Architect, Developer, or Systems Administrator).
  • Minimum Five (5) years’ experience with ServiceNow required.
  • Five (5) years’ healthcare or higher education experience preferred.
  • Demonstrated knowledge of Agile Methodology concepts like sprint, scrum, backlog, stories, etc.
  • Experience partnering with internal and external stakeholders to customize, configure, and enhance ServiceNow.
  • Outstanding oral and written communication skills.
  • Strong attention to detail to ensure accuracy and completeness.
  • Organized and detailed oriented.
  • Background supporting various aspects of ServiceNow and IT Operations.
  • Demonstrated ability to safely work with sensitive data.
  • Excellent interpersonal skills.
  • Project management skills including Agile.
  • Highly self-motivated.
  • Extraordinary prioritization, time management, and multi-tasking skills.
  • Works efficiently in dynamic environment with changing priorities.
  • Any appropriate combination of relevant education, experience and/or certifications may be considered.
  • Competitive salaries.
  • Comprehensive benefits package including medical, dental, tuition remission and more.
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