ITSM Demand Manager
Organizational Context
The World Food Programme (WFP) is the world's largest humanitarian organization, dedicated to saving lives and building a pathway to peace and prosperity. WFP operates in emergencies, assisting people recovering from conflict, disasters, and extreme weather. We champion diversity and inclusion, fostering a skilled and high-performing workforce committed to our values and mission.
Job Purpose
The ITSM Demand Manager will be responsible for effectively aligning business needs with IT delivery within the Technology Division. This role involves managing the intake, evaluation, and prioritization of demands related to ServiceNow ITSM, including new features and service requests. The Demand Manager will contribute to the ServiceNow product roadmap, ensuring functional requirements and business demands are consolidated and prioritized in alignment with strategic objectives and resource capacity. Key responsibilities include maintaining product backlogs, fostering strong engagement with customers and stakeholders, and acting as a bridge between support, business, and product teams. The role also entails coordinating product adoption activities, identifying improvement opportunities through data analysis, and providing analytical insights to management to support decision-making and product enhancements, ultimately driving successful adoption and continuous improvement of IT services.
Responsibilities
The ITSM Demand Manager is responsible for bridging the gap between business needs and IT delivery by meticulously managing the intake, evaluation, and prioritization of all demands related to ServiceNow ITSM. This includes coordinating requests for new features, improvements, and general service requests, while also contributing to the development and upkeep of the ServiceNow product roadmap, encompassing both user experience and backend system enhancements. A key aspect of the role involves evaluating, consolidating, and prioritizing functional requirements and business demands, ensuring they align with strategic objectives, the product roadmap, and available resource capacity. The Demand Manager must maintain robust governance and tracking of product demand within ServiceNow ITSM, ensuring clear visibility of the demand pipeline and actively supporting prioritization processes. Furthermore, they are tasked with creating and managing product backlogs according to Scrum best practices, ensuring that requirements are clearly defined and that business needs are effectively translated into technical implementations. Maintaining strong engagement with customers and stakeholders is crucial, acting as a liaison between support, business, and product teams. This role also involves coordinating product adoption activities, such as communication strategies, user guidance, and engagement initiatives, and identifying opportunities for product and service improvements through the analysis of performance and operational data. The Demand Manager will also develop training frameworks and produce communication materials to support product adoption and awareness, while fostering collaboration and promoting organizational change management practices to ensure the successful adoption of product changes and new capabilities.
Work Experience
Mandatory knowledge and experience as a ServiceNow Certified System Administrator (CSA), Technical Project Manager, or Business Process Analyst. Highly desirable are ITIL Fundamental V4 certification and experience with EasyVista Service Manager. The role also requires business and IT strategy experience, intermediate to advanced Microsoft Office skills, and basic IT knowledge including Windows and databases. Excellent communication and organizational skills with high attention to detail are essential.
Skills
ITSM, ServiceNow, Product Management, Demand Management, Agile Methodologies, Scrum, ITIL, Business Analysis, Stakeholder Engagement, Communication, Organizational Change Management, Knowledge Management, ServiceNow Certified System Administrator, EasyVista Service Manager, Project Management