ITSM Product Manager

Morgan Hunt UK Limited; Birmingham; Remote; GBP 51,000 - 61,000; Full time

Job description

Job Title: Hornbill Product Manager

Location: Home Based

Salary: £51,000 - £61,000 (based on experience)

Our client, a leading national charity, is seeking a skilled professional to manage and develop their Hornbill IT Service Management (ITSM) and Enterprise Service Management (ESM) platform. This is an exciting role for someone passionate about leveraging technology to drive efficiency, improve service delivery, and enhance user experience.

The Role

As a Hornbill Product Manager, you will take the lead in designing, developing, and implementing custom workflows, integrations, and automations. You will play a crucial role in managing the technical roadmap, working closely with stakeholders, and ensuring the platform meets organisational needs.

Key Responsibilities

1. Application Portfolio Management: Drive the technical roadmap and align developments with organisational requirements.
2. Development & Configuration: Design and implement custom workflows, business rules, and automations within Hornbill. Configure the platform to ensure smooth operations and optimal performance.
3. Troubleshooting & Integration: Diagnose and resolve technical issues while integrating Hornbill with other enterprise systems and applications.
4. Collaboration: Work closely with IT and business teams to translate requirements into effective solutions.
5. Training & Support: Provide technical support and training to end users, acting as the subject matter expert on ITSM/ESM toolsets.
6. Strategic Planning: Maintain transparent roadmaps and align projects with broader organisational goals.
7. Best Practices & Compliance: Stay updated on Hornbill's latest features, ensure adherence to coding standards, and comply with data protection and risk management policies.

About You

My client is looking for a proactive, detail-oriented individual with a passion for IT service management. The ideal candidate will have:

Essential Skills & Experience:

1. Extensive experience in developing and customising ITSM workflows, forms, and automations.
2. Strong understanding of IT service management (ITSM) and Enterprise Service Management (ESM) principles.
3. Proficiency in database concepts, SQL, API integrations, and web services.
4. Excellent troubleshooting abilities and analytical skills to assess and improve processes.
5. Experience working with Application Portfolio Management principles.
6. Ability to effectively share knowledge and best practices with stakeholders.

Desirable Skills & Experience:

1. ITIL v4 or Project Management qualification.
2. Business analysis expertise.
3. Experience managing vendor relationships and service improvement initiatives.
4. Knowledge of scripting languages such as PowerShell or Python.

This is a permanent opportunity paying between £51,000 and £61,000 per annum based on experience. A remote position, with benefits such as 12% Pension, 25 days holiday (increases with service and option to buy up to 1 additional week), healthcare, discounts etc.

If you are interested, please feel free to apply.