Description
At Ford Motor Company, you can build more than vehicles. Come build what matters. Enterprise Technology plays a critical part in shaping the future of mobility. If you're looking for the chance to leverage advanced technology to redefine the transportation landscape, enhance the customer experience and improve people's lives, this is the opportunity for you.
The ITSM Product Designer role supports quarterly planning, manages incident and service request queues, shapes requirements into actionable work, and organises delivery cycles. It also coordinates ITSM processes and integrations, communicates progress and risks, and helps teams manage priorities, dependencies, and customer expectations.
Responsibilities
- Manage demand intake: Partner with internal stakeholders to understand new work requests, clarify needs, gather additional requirements, and confirm expected outcomes.
- Shape work for delivery: Translate requests into clear, actionable work items. Determine an appropriate level of detail, identify dependencies and blockers, and coordinate further requirements or solutioning as needed.
- Manage the backlog and delivery plan: Organise and prioritise team work, plan delivery cycles, and coordinate assignments across development and design resources.
- Manage support queues: Monitor and coordinate incoming incidents and service requests, ensuring work is appropriately routed, tracked, and addressed.
- Coordinate delivery teams and external partners: Facilitate team meetings and delivery check-ins, clarify ownership and expectations, and coordinate work across internal teams and external partners.
- Support ITSM capabilities: Coordinate product and process work across service management functions, including service requests, incidents, changes, problems, and knowledge management.
- Coordinate integrations: Manage planning and delivery of integrations that connect ITSM capabilities with other enterprise platforms, services, and data sources.
- Engage customers and stakeholders: Communicate status and expectations, obtain decisions and approvals, and work with stakeholders to address blockers and support successful delivery.
- Manage risks and escalations: Identify urgent issues, delivery risks, and impediments, and bring them to the attention of the appropriate stakeholders.
- Improve delivery practices: Contribute to improvements in work-management practices, governance, team coordination, and delivery processes.
- Make day-to-day product decisions: Prioritise work and determine its appropriate scope and breakdown in alignment with team objectives and stakeholder needs.
- Collaborate across the product team: Share information, coordinate responsibilities, and provide coverage to support continuity of work.
Qualifications
- Bachelor's Degree
- Required experience using Jira to manage work, backlogs, or delivery tracking.
- Required exposure to Agile ways of working, such as sprint planning, stand-ups, and iterative delivery.
- Strong skills in prioritisation, work breakdown, requirements clarification, and delivery coordination.
- Effective communication and stakeholder-engagement skills, including experience working with external stakeholders.
- Ability to manage competing priorities, identify dependencies, and follow through on blockers and escalations.
- ServiceNow platform knowledge is a plus.
- IT Service Management (ITSM) experience is a plus.
- Vendor or external-partner management experience is preferred.
Benefits
- Immediate medical, dental, vision, and prescription drug coverage
- Paid parental leave, new parent ramp-up programs, subsidised back-up child care and more
- Family building benefits including adoption and surrogacy expense reimbursement, fertility treatments and more
- Vehicle discount program for employees and family members and management leases
- Tuition assistance
- Established and active employee resource groups
- Paid time off for individual and team community service
- Generous vacation time, sick/personal time, and paid holidays, including between Christmas Eve and New Year's Day