Position Overview

Job Description

Title:  IT Service Management (ITSM) Associate Product Manager

We are a global investment bank specializing in M&A and private capital advisory services. Clients worldwide rely on us to help unlock value in their business and turn ambitious goals into reality. We approach every engagement with boundless collaboration, pooling expertise and relationships across industries, service offerings, and geographies. For over 30 years, our clients have trusted us to think strategically, execute precisely, and deliver premium outcomes to help them grow.

We are ambitious in our goals and steadfast in the belief that clients deserve our very best. To achieve our highest aspiration, we invest in world-class, team-oriented individuals who are smart, driven, and principled – those who are eager to be part of something bigger than themselves. When you join Harris Williams, you are welcomed into a collegial environment where every individual has the opportunity to make an impact in a powerful and significant way. We invite you to learn more about careers at Harris Williams.

Core Competencies:

Works with a cross-functional team to ensure fulfillment of product requirements, evaluates product performance and transitions products from development to production. Assists in determining product delivery and deployment dates for new product releases, feature and maintenance releases and regular corrective service releases. Acts as a technical consultant to the product organization and leads research, and prototyping of technologies and products. Ensures the partnership to ensure that the product’s technology and architectural roadmap is compliant and properly aligned with and supports the product/business road map. Acts as a customer liaison on technical issues related to product integration, custom development and requirements.

The ITSM Product Lead will steward the backlog of ITSM/Service Mgmt. system requests in line with Product Management standards, including the leadership of an outsourced development/testing team, hosting demos and ensuring Product/Release ceremonies are completed and adding value back into IT and Business Operations functions. 

Core Responsibilities:

Product/Project Management

• Assesses the performance of and shapes the structure and direction of new and existing ITSM and Service modules in the Service Management Platform.  Develops strategic product plans for key initiatives such as the introduction of new products/modules, features or product enhancements.
• Assists the team in achieving specific goals for each product/module, including task management, evaluating performance, and identifying innovations to address customer needs and improve product-driven outcomes.
• Actively manages and escalates risks and customer-impacting issues within product family.
• Participates or leads in IT service management projects aimed at automating and streamlining IT Operations processes.
• Leads requirements gathering, implementation and maintenance of the Harris Williams ITSM platform (Ivanti).
• Identifies gaps between current process and ITIL practices that exist within the firm.  Prioritizes these identified gaps and implements solutions – often using the Harris Williams ITSM platform (Ivanti) as a tool to facilitate the process and ensure measurement capabilities. 
• Designs and partners with stakeholder groups to deliver training modules that encourage adoption and appropriate use of new features and processes put into production via the Product’s lifecycle. 
• Coach other members of the technology team in ITIL practices with outcome and action-focused results. 
• Partners with HW Business Operations teams to leverage the Service Management platform to foster improvements in service delivery. 

Daily Operations

• Product Management: Actively manages dev/test team via roadmaps, sprint plans, stand-ups, demos and release planning/management.  This may require extended ‘influence-based’ management of non-product resources. 
• Change Management:  Fosters a healthy Change Management environment through active facilitation of the Change Approval Board (CAB) and overseeing the coordination and communication of planned IT changes.
• Asset Management:  Ensure IT assets are properly tracked in asset management system in partnership with Infrastructure, Desktop and Software Solutions leadership.  Includes lifecycle management of hardware and software assets added to the Configuration Item module. 
• Acts as backup for technology procurement/supplier management:  PO creation, order tracking, invoice processing, contract lifecycle management.
• May act as a backup for vulnerability and RCSA reporting, as required. 

Job Specific Competencies, Education & Experience:

• Bachelor’s degree
• Ability to multi-task and possesses excellent organizational skills
• Process design experience
• Project management experience (Formal and/or informal)
• 1-3 years product management experience
• Product management certification (preferred)
• ITIL Foundations Certification (required)
• +3 years of experience with IT Service Management and/or general business operations service management (facilities, employee experience, etc.…)
• Excellent interpersonal skills and desire to be a contributing member of a team providing critical services the Harris Williams organization.

In order to be considered, you must be able to work in the U.S. without sponsorship.

This description reflects the core activities of the role but is not intended to be all-inclusive and other duties within

the group/department may be required in addition to changes in the emphasis of duties as required from time to time.

Disclaimer: Harris Williams will not accept unsolicited resumes from contingency recruiters. Any such resumes received will not be considered as legitimate submissions, and Harris Williams will not pay for the placement of a candidate resulting from the receipt of an unsolicited resume. Furthermore, Harris Williams strictly forbids any contingency recruiter from representing the firm in the market without prior consent

Qualifications

Successful candidates must demonstrate appropriate knowledge, skills, and abilities for a role. Listed below are skills, competencies, work experience, education, and required certifications/licensures needed to be successful in this position.

Preferred Skills

Information Security, IT Architecture, Network Administration, Network Support, Software Testing, System Administration

Competencies

Configuration Management, Hardware Infrastructure, IT Quality Assurance, Software Installation and Support, System and Technology Integration, Systems Software Infrastructure, System Testing, System Testing Tools

Work Experience

Roles at this level typically require a university / college degree, with 2+ years of relevant professional experience. In lieu of a degree, a comparable combination of education, job specific certification(s), and experience (including military service) may be considered.

Education

Bachelors

Certifications

No Required Certification(s)

Licenses

No Required License(s)

Benefits

PNC offers a comprehensive range of benefits to help meet your needs now and in the future. Depending on your eligibility, options for full-time employees include: medical/prescription drug coverage (with a Health Savings Account feature), dental and vision options; employee and spouse/child life insurance; short and long-term disability protection; 401(k) with PNC match, pension and stock purchase plans; dependent care reimbursement account; back-up child/elder care; adoption, surrogacy, and doula reimbursement; educational assistance, including select programs fully paid; a robust wellness program with financial incentives.

In addition, PNC generally provides the following paid time off, depending on your eligibility: maternity and/or parental leave; up to 11 paid holidays each year; 8 occasional absence days each year, unless otherwise required by law; between 15 to 25 vacation days each year, depending on career level; and years of service.

To learn more about these and other programs, including benefits for full time and part-time employees, visit Your PNC Total Rewards.

Disability Accommodations Statement

If an accommodation is required to participate in the application process, please contact us via email at AccommodationRequest@pnc.com. Please include “accommodation request” in the subject line title and be sure to include your name, the job ID, and your preferred method of contact in the body of the email. Emails not related to accommodation requests will not receive responses.  Applicants may also call 877-968-7762 and say "Workday" for accommodation assistance. All information provided will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.

At PNC we foster an inclusive and accessible workplace.  We provide reasonable accommodations to employment applicants and qualified individuals with a disability who need an accommodation to perform the essential functions of their positions.

Equal Employment Opportunity (EEO)

PNC provides equal employment opportunity to qualified persons regardless of race, color, sex, religion, national origin, age, sexual orientation, gender identity, disability, veteran status, or other categories protected by law.

This position is subject to the requirements of Section 19 of the Federal Deposit Insurance Act (FDIA) and, for any registered role, the Secure and Fair Enforcement for Mortgage Licensing Act of 2008 (SAFE Act) and/or the Financial Industry Regulatory Authority (FINRA), which prohibit the hiring of individuals with certain criminal history.

California Residents

Refer to the California Consumer Privacy Act Privacy Notice to gain understanding of how PNC may use or disclose your personal information in our hiring practices.