Job Information
National Grid Business Product Owner - Service Now in Warwick, United Kingdom
We’re looking for a passionate Business Product Owner - Service Now to lead the operational and strategic development of our Unified Service Desk (USD). This role is crucial for leveraging cutting-edge AI and automation tools to enhance service delivery and user experience across multiple business units and functions. The ideal candidate will continuously explore opportunities to shift L2+ and L1 demand to self-service utilizing platforms like ServiceNow, Microsoft co-pilot, etc.
This role is based out of our Warwick office, and we’d hope to see you at least two days per week but you’re welcome to be in the office more often if that would work best for you. We’re happy to discuss any additional flexibility in working patterns or requirements that you feel could help to make this job work for you!
What You'll Do
Define and evolve the USD’s strategic vision in alignment with corporate goals, focusing on the integration and optimization of AI and automation technologies, with a strong emphasis on user experience.
Oversee the operational aspects of the USD, ensuring seamless integration and optimal functionality of AI tools such as virtual agents and automated workflows to enhance self-service capabilities and user experience.
Oversee cross-functional developments, including running the EEEDA (Enterprise Employee Experience Design Authority).
Work closely with end-users, functional teams, and technical staff to gather requirements, define needs, and translate these into effective self-service solutions.
Leverage user research (UR) to ensure solutions are evidence-based and meet the real needs of users.
Implement an iterative development and review process with the end users and functional teams to ensure the service desk evolves to meet changing needs and leverages feedback effectively.
Manage the roadmap for USD development, including prioritizing features, grooming the product backlog, and overseeing sprint planning and reviews to ensure timely delivery of enhancements.
What You'll Have
Bachelor’s degree in business, IT, Computer Science, Information Systems, Engineering, or a related field
Candidates with equivalent professional experience or relevant certifications are also encouraged to apply.
Experience in a service desk environment utilizing AI and automation technologies.
Proven experience as a Product Owner or similar role within a digital environment, with a strong background in leveraging AI and automation tools for business process improvement.
Experience of ServiceNow - well versed in understanding the platform and its capability, including new features that are being released.
Excellent interpersonal and communication skills to effectively interact with diverse stakeholders and manage cross-functional teams.
Robust understanding of Agile methodologies and experience in managing agile projects, with a keen ability to drive projects to successful outcomes.
Strategic thinker with a data-driven approach to decision making and problem solving.
Don’t meet every single requirement? Studies have shown that women and people of colour are less likely to apply for jobs unless they meet every single qualification. At National Grid, we are committed to building a diverse, inclusive, and authentic workplace for everyone. So, if you’re excited about this role but your experience or qualifications don’t match the job description exactly, we encourage you to apply anyway. You might just be the right person for our growing business in this role or another one.
What You'll Get
Up to £70,000 dependent on experience.
Plus:
Up to 15% Annual Bonus (based on personal and company performance).
28 days annual leave, plus eight statutory days in addition.
The option to buy additional or sell holiday days every year.
A generous contributory pension scheme - we will double match your contribution to a maximum company contribution of 12%.
Financial support to help cover the cost of professional membership subscriptions.
Life Insurance 10 x base salary.
Family care benefits including a back-up care service for when your usual care arrangements fall through (six paid days each year as standard with the option to purchase further days).
Access to apps which support health, fitness, and wellbeing.
Further Information
This is a hybrid working role from Warwick office with circa 2 days in the office. The closing date for this vacancy is Midnight 13rd Sep 24, with interviews due to take place w/c 16th Sep 24. We encourage candidates to submit their applications as early as possible and not to wait until the published closing date. National Grid’s recruitment periods can and may vary. We reserve the right to remove this advert or close it to further applications at any point during the recruitment process.
About us
Every day we deliver safe and secure energy to homes, communities, and businesses. We are there when people need us the most. We connect people to the energy they need for the lives they live. The pace of change in society and our industry is accelerating and our expertise and track record puts us in an unparalleled position to shape the sustainable future of our industry. To be successful we must anticipate the needs of our customers, reducing the cost of energy delivery today and pioneering the flexible energy systems of tomorrow. This requires us to deliver on our promises and always look for new opportunities to grow, both ourselves and our business
Inclusion and Diversity is not just about race, ethnicity, gender, or sexual orientation. It is about our employees who wake up every day to serve our 20 million customers. At National Grid, we aim to create an environment where everyone is welcomed for who they are and where our differences are not only accepted but are celebrated. We understand the value that a diverse team can add to our organisation and that is why we model inclusive behaviour starting with senior leadership. National Grid utilises the insights of our employees that come from all different cultures, backgrounds, and beliefs to better serve our customers and communities who are in the fore front of everything we do.
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