Work location:

Home Office 1303 Yonge St

City:

Toronto

What you will do:

Product Manager, ServiceNow – Enterprise Product

Hybrid position working for 3 days per week from the Cineplex Head Office in Toronto at Yonge and St. Clair.

The Enterprise Product Team has an immediate opening for the position of Product Manager with a focus on Call Centre Technology (ServiceNow) who is passionate about creating unique and engaging end user focused experiences. In this role, you will be focused on working collaboratively with teams across the organization to identify user pain points and deliver awesome user facing solutions. The Product Manager (PM) position is responsible for delivering business value, improve efficiency, and improve customer satisfaction through the production of quality products.

The specific responsibilities include: 

• As a background you understand Call Centre technology with a focus on ServiceNow ITSM and CSM platforms

• Utilize best practices for defining business capabilities, understanding core requirements and recommending technical solutions

• Manage and prioritize the backlog of work to ensure a clear roadmap for delivery, set and meet milestones, and balance work across internal teams, leveraging external implementation partners when necessary

• Implement improvements to automate business functions and make effective use of technology to improve the internal and external user experience.

• Collaborate with vendors on learning best practices and configuration details of various systems to provide 3rd level support management

• Develop a thorough understanding of the business goals, practices, and processes to translate them into system functionality and user-requirements that define scope and specifications to see them through to accurate solutions, and facilitate dialogue and discussion between the business and D&T (internal and external providers)

• Effective problem investigation that leads to issue resolution. Gather evidence from logs, reports, application data, etc

• Effective management of internal and vendor support tickets including presentation of evidence in a coherent useful format

• Some afterhours work required in rare cases (may require a corporately issued mobile phone)

Qualifications

Education & Experience Required

• Bachelors Degree in IT, Computer Science or Business Administration

Specialized Knowledge, Skills or Abilities.

• Strong analytical skills, ability to diagnose issues and do root cause analysis

• Clear and concise oral and written communication/presentation skills

• Strong knowledge of business analysis – including requirements gathering and business process mapping

• Knowledge of understanding & writing basic SQL queries for technical review, data analysis and/or troubleshooting

• 5+ years Product Management experience is needed

• 3+ years Agile Methodologies is needed

• 3+ years of experience in ServiceNow (ITSM / CSM)

• Experience managing Call Centre VoIP technologies such Genesys Cloud

• Experience managing external professional service vendors is needed

• Develop and maintain the product roadmap, highlighting dependencies and risks

• Ensure the product roadmap is prioritized to be in line with business objectives and goals

• Experience working as a part of a collaborative, cross functional team

• Strong collaboration skills to engage with various stakeholders to ensure goals are clear and aligned to business objectives

• Strong analytics skills with the ability to understand the business value of features being requested

• Ability to develop and deliver presentations that convey a clear understanding of the what and why when something is being worked on

• Ability to develop strong relationships to deliver customer centric solutions

• Actively learns through experimentation and is able to test and learn ideas when tackling problems

• Guides team members in understanding business context, overall strategy, analysis, and prioritization of features

• Ability to understand business problems, extract requirements and translate them into user stories for the development team

• Manage the product backlog with prioritized user stories ensuring it aligns with business, customer, and technical priorities

• Planning and prioritizing work to meet commitments aligned with organizational goals

• Own the delivery of incremental business value that meets stakeholder needs

• Create and review project artifacts (e.g., user stories, epics, process maps, business plans, etc.) with the scrum team

Additional Information

Must be able to quickly acquire an in-depth knowledge of applications and new 'out of the box' solutions

Inclusion & Diversity

Cineplex, its subsidiaries, and affiliates are equal opportunity employers with a commitment to hiring and retaining a diverse workforce. We encourage and welcome applications from all intersectional walks of life. The collective sum of our individual differences, experiences, knowledge, innovation, self-expression, unique capabilities, and talent represents a significant part of our culture. By valuing a diverse workforce, we enforce hiring practices that are fair and equitable.

Accessibility

We are committed to improving access and opportunities for all individuals, including those with disabilities by identifying and removing barriers that may prevent, inhibit, or restrict their access to employment oporunities. If you require accommodation at any stage of our hiring process (application, interviews, assessments, and placement), please contact us at 416-323-6600 or via email at [email protected].

While we appreciate all interest, only those candidates selected for an interview will be contacted.