Job Description

This opportunity is part of the Global Technology Infrastructure & Operations team (GTIO), where our mission is to deliver modern and relevant technology that supports the way McDonald’s works. We provide best-in-class foundational technology products and services, including Global Networking, Cloud, End User Computing, and IT Service Management. It’s our goal to always provide an engaging, relevant, and simple experience for our customers.

As a Technical Product Manager of SMO Platforms, you will be responsible for driving continuous improvement, enabling automation, and facilitating adoption of standards to ensure that teams are deploying highly available, portable, and fault-tolerant code on our platforms, including ServiceNow and PagerDuty. You will also collaborate with teams to translate business needs and requirements into technical requirements, lead demand backlog, and proactively resolve process and quality gaps behind critical issues in production that are the consequences of changes.

This is an exciting opportunity to help shape the transformation of infrastructure and operations products and services for the entire McDonald's environment.

Accountabilities & Responsibilities:

• Coordinate the integration and maintenance of tools and processes with ITSM platforms.
• Evaluate and supervise the impact of releases and code updates on our production environments.
• Lead and handle environment upgrades, ensuring our ITSM platforms are stable and secure.
• Support creating the overall roadmap and shaping demand for enterprise consumption.
• Share management and oversight of ITSM platform instances, the core platform team, and any critical issues.
• Enhance value by identifying additional business outcomes the platforms allow.
• Be an active member of the technical governance board and involved in all governance components.
• Contribute towards design configuration decisions to ensure a seamless user experience that aligns with the platform design strategies.
• Serve as the platform consumer point of contact for leading concerns, enhancement requests, and project activities.
• Attend project governance meetings, scrum meetings, and design meetings.
• Facilitate activities through training, testing, launch, and post-launch support.
• Work closely with vendor partners and platform support team members to plan, handle, and deliver reliable systems and system capabilities.
• Lead demand as a liaison between business consumers and ITSM platform development, collecting new demand, running day-to-day activities, enhancing initial demand requests, driving the demand assessment process to prioritize and approve demands.
• Continuously evaluate and improve platform health, ensuring highly available, efficiently operating secure systems.
• Work multifunctionally with the broader Service Management team to deliver platform capabilities to enhance overall ITSM processes.
• Work with the platform development team to run backlog, prioritize development activities, and ensure an efficient and effective development pipeline.
• Work as part of a team handling ITSM platform cost and chargebacks.

Qualifications

• 3+ years of experience in technical product management and ServiceNow.
• Bachelor’s degree in computer science or related field or equivalent experience.
• Strong knowledge and proven experience with ServiceNow development, support, and design.
• Significant experience partnering with service providers, providing feedback, and leading service provider development and support teams.
• Knowledge of DevOps and CI/CD pipelines as they relate to automation and integration with ServiceNow.
• Experience with leading service providers in integrating ITSM platforms such as ServiceNow with cloud-based platforms, such as AWS, Azure, or Google Cloud.
• Excellent communication skills and ability to visualize data effectively.
• Leadership: Experience in leading cross-functional teams and handling both operations and development initiatives.
• Communication: The ability to convey complex technical information clearly to various customers, including team members, executives, and non-technical staff.
• Problem-solving: Strong analytical skills and attention to detail to identify issues and develop effective solutions, considering the broader impact on the organization.
• Continuous Learning: A demeanor of ongoing learning and improvement, staying updated with industry trends, standard methodologies, and new technologies.
• Highly collaborative, results-oriented, and adaptable to a constantly evolving work environment.

Preferred Qualifications:

• Experience integrating ServiceNow with monitoring and event management tools such as New Relic or similar solutions.
• Configuration Management Database (CMDB) and Asset Management knowledge and experience.
• Agile Practitioner certification.
• Experience managing backlog and projects applying Jira and similar tools.

Additional Information

McDonald’s is committed to providing qualified individuals with disabilities reasonable accommodations to perform the essential functions of their jobs. Additionally, if you (or another applicant of whom you are aware) require assistance accessing or reading this job posting or otherwise seek assistance in the application process, please contact recruiting.supportteam@us.mcd.com

McDonald’s provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to sex, sex stereotyping, pregnancy (including pregnancy, childbirth, and medical conditions related to pregnancy, childbirth, or breastfeeding), race, color, religion, ancestry or national origin, age, disability status, medical condition, marital status, sexual orientation, gender, gender identity, gender expression, transgender status, protected military or veteran status, citizenship status, genetic information, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Nothing in this job posting or description should be construed as an offer or guarantee of employment.