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Job Details

Requisition Number 19-0484
Post Date 8/30/2019
Title Product Manager
Organization Name Macmillan - Shared Services
City New York
State NY
Description

Macmillan Publishers is a global trade book publishing company with prominent imprints around the world, publishing a broad range of award-winning books for children and adults in all categories and formats. Macmillan Publishers is committed to our authors, our employees, and to the environment.

U.S. publishers include Celadon Books, Farrar, Straus and Giroux, Flatiron Books, Henry Holt & Company, Macmillan Audio, Macmillan Children’s Publishing Group, Picador, St. Martin's Press and Tor Books. In the UK, Australia, India, and South Africa, Macmillan publishes under the Pan Macmillan name. The German company, Holtzbrinck Deutsche Buchverlage, includes among its imprints S. Fischer, Kiepenheuer and Witsch, Rowohlt, and Droemer Knaur.

Macmillan Publishers is a division of the Holtzbrinck Publishing Group, a large family-owned media company headquartered in Stuttgart, Germany.

We are an Equal Opportunity Employer committed to reflecting a broad representation of differences --race, ethnicity, religion, sex, sexual orientation, gender identity/expression, physical ability, age, family status, economic background and status, geographical background and status, and perspective — in our workplace. The successful candidate for this position will be an employee of Holtzbrinck Publishers, LLC.
Requirements

Position Description:

The Product Manager is responsible for managing the development, operations, training, and support of Macmillan’s ticketing system, Service Now. This position will work with teams across the company to identify system requirements, test/evaluate new developments, document system features, and train users. The product manager will plan and coordinate application rollouts, and will be responsible for periodic evaluation/analysis of product use/implementation across the company.


Major Responsibilities:

• Serve as the point of intersection between the business and technical teams; coordinate and/or run product demos to new teams to demonstrate system functionality and potential; gather system requirements from stakeholders and translate into technical specifications
• In collaboration with Technology leadership team, create/document system policy & coordinate socialization of policy implementation and change
• Analyze/document existing workflows, make recommendations for enhancements and support the implementation and measurement of new processes
• Maintain strong technical understanding of the product and determine how potential new features leverage and/or replace existing functionality to best meet business needs
• Manage efforts for application customizations, configurations, upgrades, and deployments, from initial analysis through implementation
• Draft clear and well-organized documentation on application features. Create training materials & provide training to new and existing staff.
• Serve as key contact for overarching application concerns/queries; manage service outages as needed & draft all user communications

Required Skills / Knowledge:

• Demonstrated initiative, judgment, critical thinking, and analytic skills
• Exceptional written/verbal communication and interpersonal skills
• Must be detail-oriented with proactive troubleshooting and problem-solving skills
• Strong organization and project-management skills
• Enthusiastic about working in a cross-functional, team-oriented environment
• Ability to multi-task with high self-accountability toward meeting deadlines/objectives
• Ability to deal effectively with ambiguity, adapt to dynamic environments, and escalate issues appropriately
• Familiarity with SDLC, ITSM, and ITIL
• Ability to travel when required (minimal)

Experience Needed:

• 5+ years in Product Management, Systems Development/Management, or Technical Support
• 2+ years experience with Service Now platform preferred
• Experience leading large-scale projects, rollout of new products/solutions
• Experience leading external resources (i.e. consultants, vendors) a plus
• Service Now System Administrator certification a plus
• Experience with ServiceNow implementation, including development/customization of component modules a plus

Educational Background Required:

• BA or equivelent work experience

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