SoTalent
Company:
https://www.linkedin.com/company/sotalentjobs
Industries: Personal Care Product Manufacturing
Job details:
Product Owner
📍 Location: Bengaluru, Karnataka, India
🏢 Industry: Personal care product manufacturing
💼 Work Setting: Hybrid
Are you passionate about creating exceptional digital employee experiences, driving ITSM transformation, and building knowledge and service catalog products that improve productivity at scale?
We are seeking an experienced Product Manager – Knowledge Management & Service Catalog to lead the strategy, governance, and continuous evolution of enterprise Knowledge Management, Service Catalog, and Employee Portal capabilities. In this role, you will partner with Technology, Data, HR, Finance, Procurement, and ServiceNow stakeholders to deliver intuitive, scalable, and user-centric IT service experiences.
The ideal candidate combines deep expertise in IT Service Management (ITSM), ServiceNow, product management, knowledge management strategy, and digital employee experience, with a strong track record of influencing stakeholders, driving governance, and delivering measurable business value.
Key Responsibilities
Product Strategy & Vision
- Define and execute the product strategy for Knowledge Management, Service Catalog, and Employee Portal capabilities.
- Align product roadmaps with business objectives, employee needs, and IT service management goals.
- Identify opportunities to improve service delivery, self-service adoption, and employee satisfaction.
- Drive long-term product planning and continuous innovation.
ITSM & ServiceNow Leadership
- Lead ITSM best practices related to:
- Knowledge Management
- Service Catalog Management
- Service Request Workflows
- Employee Self-Service Portals
- Technology & Data Catalogs
- Drive adoption of ServiceNow capabilities to improve operational efficiency and user experience.
- Ensure platform capabilities are optimized and aligned with organizational objectives.
Knowledge Management Excellence
- Establish enterprise standards for knowledge article creation, governance, metadata, taxonomy, review cycles, and content maintenance.
- Develop and maintain a robust, searchable, and user-friendly knowledge base.
- Monitor knowledge effectiveness and identify opportunities for content improvement.
- Promote self-service adoption through high-quality, accurate, and accessible knowledge content.
Service Catalog Governance
- Oversee the lifecycle management of technology services and service catalog offerings.
- Define governance standards, processes, and controls for service catalog management.
- Ensure services remain accurate, relevant, and aligned with business requirements.
- Partner with Product Owners and service teams to maintain catalog quality and consistency.
Employee Experience & Service Desk Strategy
- Champion chat-first and self-service strategies that enhance employee support experiences.
- Drive improvements to employee portal functionality, navigation, and usability.
- Advocate for end-user needs across all ITSM products and workflows.
- Support chatbot and automation initiatives that improve service delivery and issue resolution.
Data Analytics & Continuous Improvement
- Analyze user behavior, service requests, knowledge usage, and portal performance metrics.
- Identify common user questions, support trends, and opportunities for improvement.
- Develop performance dashboards, KPIs, and governance metrics.
- Utilize analytics to drive data-informed product decisions and enhancements.
Stakeholder Management & Collaboration
- Partner with stakeholders across:
- Technology & Data
- Human Resources
- Finance
- Procurement
- Shared Services
- Service Management Teams
- Facilitate alignment between business requirements and product capabilities.
- Hold stakeholders accountable for content quality, service performance, and governance compliance.
- Represent Technology & Data interests in shared employee experience initiatives.
Product Delivery & Project Management
- Manage product enhancements, platform improvements, and strategic projects.
- Lead roadmap prioritization and delivery activities using Agile methodologies.
- Coordinate cross-functional teams to deliver initiatives on time and within budget.
- Ensure successful adoption of new capabilities through change management and communication.
Documentation & Governance
- Maintain comprehensive product documentation, standards, release notes, and user guides.
- Establish governance frameworks that ensure consistency, scalability, and compliance.
- Support organizational maturity in knowledge and service management practices.
- Create repeatable processes that improve operational effectiveness.
Qualifications
Required Education
- Bachelor's Degree in:
- Computer Science
- Information Technology
- Business Administration
- Related Discipline
Required Experience
- 9–12 years of experience in:
- Product Management
- IT Service Management (ITSM)
- Knowledge Management
- Service Catalog Management
- Digital Employee Experience
- Strong experience with ServiceNow platform capabilities.
- Experience managing internal-facing products, knowledge bases, or service catalogs.
- Experience operating within complex, global organizations.
- Experience leading Agile product teams and cross-functional initiatives.
Required Skills
- Product Strategy & Roadmap Development
- ITSM Frameworks & Best Practices
- ServiceNow Expertise
- Knowledge Management Governance
- Service Catalog Management
- Stakeholder Management
- Business Analysis
- Metrics & Performance Management
- User Experience Optimization
- Project & Program Management
- Agile & Scrum Methodologies
- Process Improvement & Automation
Preferred Qualifications
- Experience governing portfolios of technology services and products.
- Experience measuring and improving employee or customer user experiences.
- Knowledge of design thinking and UX methodologies.
- Experience with:
- ServiceNow Performance Analytics
- Tableau
- Power BI
- Data Visualization Tools
- Experience leveraging:
- AI-powered Knowledge Management
- Workflow Automation
- Chatbots
- Intelligent Service Management Solutions
- Experience developing digital self-service capabilities.
Core Competencies
- Product Management
- IT Service Management (ITSM)
- ServiceNow
- Knowledge Management
- Service Catalog Governance
- Employee Experience Platforms
- Digital Transformation
- Product Strategy
- Agile & Scrum Leadership
- Data Analytics & Reporting
- Process Automation
- Stakeholder Engagement
- User Experience (UX)
- Change Management
- Continuous Improvement
Click on Apply to know more.