Product Owner - IT Service Management

About Sun Country Airlines

We're not your average airline. We're agile, resilient, and full of unique opportunity. Here, you can grow as part of an ambitious team that safely and collectively supports each other, our travelers, and our community. Together, we're making travel more attainable.

With more than 40 years of Minnesota roots, we're a unique hybrid low-cost carrier offering diverse services including scheduled flights to destinations across the U.S., Canada, Central America, and the Caribbean, as well as charter and cargo operations around the world. At Sun Country, you'll be part of a growing airline and an enthusiastic team focused on connecting our community with their favorite people and places.

Sun Country Airlines provides the resources and support our employees need to succeed. Besides working at a great and growing company, as a Product Owner - IT Service Management you'll enjoy these benefits and more:

• Comprehensive benefit package including dental and vision
• PPO and high deductible health plans
• Health savings accounts (HSA and FSA)
• Dependent Care
• Starting day one free standby and discounted travel privileges for employees, family, & friends
• 401(k) match
• Paid Time Off
• Paid holidays
• Life and AD&D Insurance
• Employee Assistance Program including counseling for employees and their family
• Fitness incentive and Stop Smoking Support

COMPENSATION

Pay or shift range: $70,000- $120,000 USD annually. This is the base compensation hiring range for this role.

JOB SUMMARY

The Product Owner of IT Service Management is responsible for defining and evaluating adherence to mature industry standards and best practices for an IT organization using the ServiceNow platform. This role defines the strategy for ITSM, ITIL, ITOM, and ServiceNow practice. This role is expected to continuously improve all user-facing and IT-facing processes to drive efficiency across the organization and platform. Specifically, the Product Owner of IT Service Management leads the Change Advisory Board and Root Cause Analysis meetings, in addition to a daily meetings. This role drives the use of Knowledge across the organization as the Knowledge Manager. This role is responsible for development work through their personal, internal, and contracted labor.

ESSENTIAL FUNCTIONS

• Responsible for completing specific tasks within their respective application(s)
• Conduct research and provide input into delivery roadmaps for their respective application(s) including analysis and understanding of entire product backlog
• Serve as a dedicated partner in product and solution delivery, developing close relationships with business stakeholders, product managers, and third partner vendors to understand challenges and needs to distill into functional requirements and inform business cases for large projects and initiatives
• Translate functional requirements into detailed and focused user stories with proper acceptance criterium, definition of ready, definition of done, and all available supporting documentation and information necessary for successful development of solutions
• Organize disparate information from multiple sources, analyze, and refine through stakeholder follow-up to ensure the problem is understood correctly, and provide potential approaches to the development of solutions needed
• Partner closely with the software development team to build the product, set timelines, and evaluate developers' work against customer/business requirements
• Collaborate with other Product Owners and Development Lead(s) to analyze backlog, identify incomplete tasks and/or outstanding critical bugs, and contribute to helping to understand technical debt and product obsolescence/EOL planning
• Deliver status updates to the stakeholders, analyze and document responses, and update the Scrum Masters and Development Leads regularly to ensure the team building the product functions effectively and accurately
• Anchors critical incident response for high-priority incidents
• Accountable for executing Sun Country's ITIL and ITOM practices in accordance with industry standards
• Remain current with the latest Sun Country IT system/services/applications information, changes, and updates
• Write and review business justifications to fund projects that improve the IT Service Management, ITIL and ITOM practices
• Manage and analyze large sets of date while practicing proper data integrity standards

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

SUPERVISORY RESPONSIBILITY

None

QUALIFICATIONS AND EDUCATION REQUIREMENTS

• Bachelor's degree or 4+ years of relevant work experience in lieu of a degree
• 2+ years of experience as a Product Analyst, Product Owner or Business Analyst or equivalent role within IT Service Management and ServiceNow
• Knowledge of Agile Development organizations
• 2+ years of IT Service Management experience practicing ITIL and ITOM industry standards
• 2+ years of experience in advanced development, programming, or configuring ServiceNow
• 2+ years of experience working with CMDB, Service Mapping, or Event Management
• Experience with hardware and software asset management
• Understanding of software and application development, including contributing to their delivery roadmaps and lifecycles
• Experience and clear understanding of technical details about project management, development, design, user interface, and software engineering that translates into decisions on what to develop and prioritization of user stories
• Customer-oriented with a natural curiosity to dig deeper and understand customer needs
• Critical thinking skills and an ability to identify a potential or existing problem in the product, analyzing viable alternatives, and selecting the most suitable option to maximize the product development efforts
• Strong organizational skills with the ability to set clear objectives, develop a plan on how to execute, and provide detailed reports and user stories
• Effective interpersonal, verbal, and written communication skills
• Self-motivated attitude and comfortable with ambiguity and change

PREFERRED SKILLS

• 5+ years of experience with ServiceNow
• Travel or aviation-related experience
• ITIL/ITOM Certification
• Call center experience
• Project management experience or certification, including PMP or CPPM
• Site Reliability skills
• Experience implementing or supporting OmniChannel communications platforms for VoIP, call handling, chat, virtual agent, or text
• Demonstrated Usability or UX Design skills
• Demonstrated Lean or Six Sigma process improvement skills

WORK ENVIRONMENT

This job primarily operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets.

This job is eligible for a hybrid work environment.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands or finger, handle or feel; and reach with hands and arms. The employee is occasionally required to sit; climb or balance, and stoop, kneel, crouch or crawl. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

AAP/EEO STATEMENT

Sun County Airlines respects and values every employee's contribution to our business. We believe that an important part of our strength comes from our people and their array of perspectives.

It is the policy of Sun Country Airlines to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law.

OTHER DUTIES

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

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