POSITION SUMMARY

The Service Desk Product Owner is responsible for the vision, strategy, roadmap, and continual improvement of Service Desk services, processes, and enabling technologies. This role translates business and user needs into prioritized product outcomes that improve employee experience, service quality, operational efficiency, and measurable business value.

The Product Owner serves as the primary liaison among Service Desk operations, Digital and Information Technology teams, business stakeholders, and delivery partners. The role owns the Service Desk ticket backlog and partners with platform administrators, engineers, process owners, vendors, and support leaders to deliver capabilities across ServiceNow ITSM, knowledge management, self-service, automation, virtual agents, reporting, and the broader digital employee support experience.

This position does not have primary responsibility for day-to-day people management or shift scheduling. Instead, it provides cross-functional product leadership, establishes priorities and ensures delivered solutions align with organizational, security, regulatory, and service management requirements.

MAIN DUTIES/RESPONSIBILITIES

Vision, Strategy, and Roadmap

• Define and communicate the Service Desk operations vision, strategy, goals, and multi-year roadmap in alignment with organizational priorities.

• Identify opportunities to improve the end-user support experience through process redesign, self-service, automation, knowledge, analytics, and emerging technologies.

• Develop outcome-based objectives, success measures, and value realization plans.

• Prepare business cases and recommendations for investments, enhancements, and lifecycle decisions.

Backlog and Delivery Management

• Own, maintain, and prioritize the Service Desk ticket backlog based on business value, risk, user impact, operational need, compliance requirements, and technical dependencies.
• Balance new capabilities, technical debt, defects, platform maintenance, and continual improvement work.

ServiceNow and ITSM Responsibilities

• Provide direction for Service Desk capabilities within ServiceNow ITSM and related employee support technologies.

• Partner with ITSM process owners to improve Incident, Request, Knowledge, Problem, and Major Incident Management capabilities.

• Ensure solutions align with ITIL-based service management practices and organizational technology standards.

Stakeholder and Customer Experience Management

• Build strong relationships with Service Desk leader, support teams, infrastructure, security, applications, Human Resources, business functions, and end users.

• Facilitate discovery sessions, roadmap reviews, backlog refinement, prioritization discussions, and product demonstrations.

• Collect and analyze user feedback, customer satisfaction data, service trends, and operational pain points.

• Champion intuitive, accessible, and consistent support experiences across channels.

• Communicate priorities, decisions, dependencies, risks, and outcomes to stakeholders and leadership.

Metrics and Continual Improvement

• Define and monitor product and service outcomes, including adoption, customer satisfaction, self-service effectiveness, automation value, service performance, and operational efficiency.

• Use ticket trends, demand data, voice-of-customer feedback, and performance reporting to identify and prioritize improvements.

• Develop and maintain dashboards and executive-level reporting that demonstrate platform and service health.

QUALIFICATIONS

• Bachelor's degree in information technology, Computer Science, Business, or a related discipline, or equivalent practical experience.

• 5+ years of progressive experience in IT service management, Service Desk operations, enterprise platform delivery, product ownership, or a related field.

• Strong understanding of ITIL and IT Service Management principles.

• Experience with ServiceNow ITSM or a comparable enterprise service management platform.

• Experience leading cross-functional initiatives and influencing decisions without direct authority.

• Strong analytical, facilitation, organizational, and problem-solving skills.

• Excellent written, verbal, presentation, and interpersonal communication skills.

• Proven ability to manage competing priorities in a fast-paced environment.

#LI-Onsite

The salary for this position will be offered at a level consistent with the experience and qualifications of the candidate. This information reflects the anticipated salary range for this position at the time of posting. The salary range may be modified in the future and actual compensation may vary from the posting based on various factors such as geographic location, work experience, education and/or skill level.

Salary

$90,000-$120,000 USD

BENEFITS AND OTHER COMPENSATION

Inspire offers a highly competitive benefits package including (general description of the benefits and other compensation offered):

• Multiple health insurance plan options.
• Employer contributions to Health Savings Account.
• Dental, Vision, Life and Disability benefits.
• 401k plan + employer match.
• Identity Protection.
• Flexible time off.
• Tuition Reimbursement.
• Employee Assistance program.
• All employees have the opportunity to participate in the ownership and success of Inspire. Employees at all levels can participate through equity awards and the Employee Stock Purchase Program.