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About the Role
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.
Responsibilities
- 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.
- 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.
- 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.
- 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.
- 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.
Requirements
- 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.
Skills
- ServiceNow ITSM
- ITIL
- IT Service Management
- Product Ownership
- Cross-functional leadership
- Analytical skills
- Facilitation skills
- Organizational skills
- Problem-solving skills
- Communication skills
- Interpersonal skills
Location
- Onsite
Work Type
- Full-time
Experience Level
- 5+ years
Education Level
- Bachelor's degree
Salary/Compensations
- $90,000—$120,000 USD
Benefits
- 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.
- Equity awards
- Employee Stock Purchase Program
About the Company
- Inspire is the first of its kind medical device designed to make a difference in the lives of those living with Obstructive Sleep Apnea (OSA).
- We are revolutionizing the sleep industry with our FDA-approved medical device, designed to reduce OSA severity for those who cannot tolerate or get consistent benefit from CPAP.
- Inspire Medical Systems is committed to enhancing patients’ lives through sleep innovation.
- We are steadfast in our commitment to prioritize patient outcomes, act with integrity and lead with respect.
- With positive persistence at our core, we are committed to all those we serve.
- At Inspire, we value people – your diverse experiences, backgrounds, and thoughts.
- We elevate voices and encourage learning opportunities to build a professional network that grows into community.
- We embrace a people-first culture by offering excellent benefits, 401k matching, ESPP, flexible time off (FTO), and tuition reimbursement.
- If you’re passionate about making a difference in people’s lives and want to work with innovative technology, come be a part of our great team!
Equal Opportunity
- Inspire Medical Systems provides equal employment opportunity (EEO) to all employees and applicants without regard to race, color, religion, creed, sex, national origin, age, disability, marital status, familial status, sexual orientation, status regarding public assistance, membership or activity in a local commission, military or veteran status, genetic information, pregnancy or childbirth, or any other status protected by applicable federal, state, and local laws.
- This policy applies to all aspects of the employment relationship, including recruitment, hiring, compensation, promotion, transfer, disciplinary action, layoff, return from layoff, training, and social and recreational programs.
- Inspire Medical Systems complies with applicable laws governing non-discrimination in employment in every location in which Inspire Medical Systems has facilities.
- All such employment decisions will be made without unlawfully discriminating on any prohibited basis.
- Inspire Medical Systems is an equal opportunity employer with recruitment efforts focused on ensuring a diverse workforce.
- Applicants with a disability that need accommodation to complete the Inspire Medical Systems application process should contact Human Resources at 844-672-4357 or email careers@inspiresleep(dot)com
- Inspire Medical Systems participates in E-Verify.