Sr. Technical Product Specialist
Chick-fil-A
- Atlanta, GA
- Permanent
- Full-time
- Serves as the Product Owner of ServiceNow Configuration Management Database (CMDB), Discovery and Service Mapping solution.
- Responsible for sprint backlog prioritization and requirements discussions, ensuring all priorities for the team are in alignment with the business stakeholder roadmap.
- Partners closely with the Product Owner of the Asset Management Database to ensure alignment between the databases to benefit the Enterprise Asset and Field Service Management Program.
- Contribute to processes including sprint planning, scoping, retrospectives, climbing camp and other ceremonies as a Product Specialist on the Asset Pod.
- Works to maximize the business value delivered by the team in each development sprint. Ensures that user stories, themes and epics are written, refined and clearly define a universal definition of done.
- Facilitates and oversees the immediate needs of the development team as they arise by being fully available to the team.
- Facilitates estimation sessions, backlog refinement efforts, and sprint reviews.
- Coordinates user acceptance testing and all necessary external validation efforts.
- Accepts stories after they are deemed complete by the development team.
- Attends all team retrospectives and assists with driving continuous improvement across the team.
- Define, Own and Manage the data model for overall taxonomy, configuration details and relationships of CI’s, across the enterprise.
- Set the vision for and implement robust policy and processes for gathering, populating, and maintaining configuration data for services and assets throughout the enterprise.
- Work with Business Service owners and other stakeholders across the enterprise to understand Configuration Item tracking needs and deliver value added outcomes in coordination with Chick-fil-A's ServiceNow platform team.
- Ensure ITSM and CMDB alignment with Chick-fil-A's use of ITIL framework.
- Communicate CMDB activities to enhance general awareness of processes and standards. Liaise and train internal partners whenever necessary.
- Create, own and manage the enterprise Business Service Map providing effective use with key processes like Incident, Change, Problem, Asset, & CyberSecurity.
- Architect new configuration management solutions and processes in the SerivceNow CMDB to support high demand for automated services at the Support Center and in support of Restaurants and other entities.
- Represent DTT in collaborative efforts with SupportNow to define and implement service categories, and process to leverage CMDB to escalate tickets.
- Guide and review the work of consultant resources in collaboration with Enterprise Asset Management ensuring the data and taxonomy are consistent with Chick-fil-A requirements and standards and to effectively deliver outcomes and results.
- Supervise and direct the work of contingent workers to perform daily configuration management analyst activities.
- Design, prepare and maintain the CMDB to support initiatives in support of scaling Restaurant capacity, including Asset Tagging and Field Service Management.
- Self-starter who completes tasks without excessive supervision
- Strong analytical and problem-solving skills
- Strong attention to detail
- Strong business acumen
- Strong interpersonal skills
- Strong written and oral communication skills
- Experience with Service Management and configuration management.
- Ability to understand business needs and translate them to functional / technical requirements.
- Strong process improvement skills
- Understanding of data structures, databases, and event management.
- Preferred: Experience with ServiceNow, product ownership and database ownership
- ITIL
- Certified ServiceNow Administrator
- Certified Scrum Product Owner