As Services & Operations Squad Leader, you blend technology, service-now platform domain and HR Service Delivery (HRSD) expertise delivering results. As a Technical product owner, you are responsible for HR ServiceNow platform to enable seamless associate and operational experience to lead different types of cases, workflows, recordkeeping, portal, data integrations between platforms and data ecosystem. In an agile structure, you are end-to-end gatekeeper of the squad’s mission, strategy, and tactical execution associated with delivering on strategic priorities. You will partner with other Fidelity leaders to influence the broader strategic decisions, road maps and resource requirements, set and refine the mission, and bring together a team of chapter members to execute product features. You will ensure alignment on the “what” and “when” work is to be performed through ongoing planning and prioritization of a product backlog. You will enable squad members to work iteratively, innovate through testing and experimentation and learn from failures while celebrating success. You are committed to developing your own technical expertise and knowledge to ensure you bring the latest thinking to your role.

• Closely partner with HR and other stakeholders to define, configure, build, integrate HRSD module
• Closely partner with ITSM Process owners to enable HR module and platform capabilities to the fullest extend
• Ensuring constant engagement with partners at regular intervals to understand their needs and deliver business value in the most effective and timely manner.
• Moderating requirements and aligning them with the industry standard, and ensuring the implementation allows ease of upgrading and maintenance of our Service-Now Platform.
• Monitor team’s effectiveness and work with business partners to improve process efficiency, through automation.
• Constantly use Data to understand and drive the next iteration of work across the ITSM landscape
• Defining, engaging, managing the Vendors relationships and the product roadmap
• Bring ideas and vision to business case strategy to roadmap and delivery working effectively with multiple business owners and technology teams

The Expertise and Skills You Bring

• Outstanding management, analytical, communication, conceptual thinking, project management, and problem-solving capabilities
• Self-motivated teammate who brings energy, passion, and intellectual curiosity to the role
• Strategic, end to end business perspective with strong execution skills and attention to detail
• You demonstrate quantitative and qualitative problem-solving skills to evaluate opportunities through the lens of objectivity, optionality, and clear considerations
• You establish and maintain effective relationships with senior leaders in a highly matrixed environment
• Proven record leading project/work activities, balancing multiple priorities
• Thorough understanding of IT service portfolio development and governance, including definition, design, and standard operating models
• 10+ years of ITSM / ITIL service management related work experience
• Strong expertise (ideally certified) in ITIL framework V3/V4
• Significant experience with Service Management tools, preferably ServiceNow
• Implemented HRSD Module for clients or similar SaaS solution is preferred
• Human Resource domain knowledge a plus
• Agile experience working with agile mgmt. tools – Jira and Jira Align experience preferred