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Jack Henry & Associates Senior Technical Product Manager (ITSM) in Charlotte, North Carolina

Senior Technical Product Manager (ITSM)

General information

JobID: 9035

Position Level: Individual Contributor

Team: Information Technology

Position Type: Regular

Working Time: Full-Time

Locations: Allen, Texas, Alpharetta, Georgia, Charlotte, North Carolina, Houston, Texas, Lenexa, Kansas, Louisville, Kentucky, Remote, Remote, San Diego, California, Seattle, Washington

Travel Requirements: 20%

Description & Requirements

The Enterprise Product Management Team at Jack Henry & Associates, focuses on researching and implementing change the business enterprise solutions utilized by our Associates. We are looking for a Senior Technical Product Manager that will be responsible for product direction and ensuring the products meet our customers’ needs along with aligning with company direction.

The main focus for this role will be implementing and maintaining our new IT Service Management System (ITSM). They will work directly with the vendor, internal technical teams and stakeholders. They will focus on service delivery, technology requirements, process definitions, training end users, strategy and maintaining the system.

This is a remote (work at home) position based out of any US location.

Minimum Qualifications

  • Must have a minimum of 6 years of experience in technical business analysis, product analysis or working with technical teams.

  • Experience working with an IT Service Management System.

  • Previous experience working with technical and non-technical business stakeholders.

  • Must be able to travel up to 20% to attend meetings, training, and/or visits to other Jack Henry office locations.

Preferred Qualifications

  • Bachelor’s degree.

  • Experience with implementing a an ITSM.

  • Excellent communication skills and a demonstrated organizational awareness working in a complex business environment.

  • Experience with organizational, leadership and project management skills.

  • General knowledge of research procedures concerning development of new technologies.

Essential Functions

  • Designs, modifies and manages activities for a specific product or group of products from product definition and planning through production and release.

  • Serves as the central resource with design, process, test, quality and marketing as the product(s) move to completion and release.

  • Tracks statistics of product adoption by customer base and translates feedback into enhancement recommendations.

  • Ensures a smooth turnover to the implementation or support organizations that includes planning, training and hand off.

  • Establishes and interacts with user community (e.g., focus groups, crowdsourcing, customer fact finding, etc.)

  • Creates and maintains the product vision/roadmap.

  • Participates in the rollout of marketing plans/campaigns.

  • Creates alpha and beta program definition and coordinates execution.

  • Creates standard demonstrations (and occasional participation in customer demonstrations).

  • Provides demonstration training to Sales.

  • Promotes investigation and application of new technologies and industry trends to product management activities.

  • Ensures that products meet specifications and quality goals.

  • May assist less experienced peers.

Equal Employment Opportunity

At Jack Henry, we know we are better together. We value, respect, and protect the uniqueness each of us brings. Innovation flourishes by including all voices and makes our business—and our society—stronger. Jack Henry is an equal opportunity employer and we are committed to providing equal opportunity in all of our employment practices, including selection, hiring, performance management, promotion, transfer, compensation, benefits, education, training, social, and recreational activities to all persons regardless of race, religious creed, color, national origin, ancestry, physical disability, mental disability, genetic information, pregnancy, marital status, sex, gender, gender identity, gender expression, age, sexual orientation, and military and veteran status, or any other protected status protected by local, state or federal law.

No one will be subject to, and Jack Henry prohibits, any form of discipline, reprisal, intimidation, or retaliation for good faith reports or complaints of incidents of discrimination of any kind, pursuing any discrimination claim, or cooperating in related investigations.

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