GBS Customer Experience and Service Management – Product Ownership

Purpose & Overall Relevance for the Organization:

- Our vision for GBS Customer Experience and Service Management is the alignment to customer segments expectations and goals, culminating in seamless, transparent, and frictionless interactions and service delivery.
- Active management of products or services to address business opportunities and customer/user needs and generate the greatest possible value for the business.
- Adoption and adaptation of product development models based on the context of the work, selecting appropriately from predictive (plan-driven) approaches or adaptive (iterative/agile) approaches.

Key Responsibilities:

- Business Analysis:
- Investigates operational needs, problems, and opportunities, contributing to the recommendation of improvements in automated and non-automated components of new or changed processes.
- Defines acceptance criteria for these recommendations.
- Requirements Definition and Management:
- Assists in the definition and management of requirements.
- Uses standard techniques to elicit, specify, and document requirements for straightforward subject areas with clearly-defined boundaries.
- Assists in the creation of a requirements baseline and investigates and applies authorized requests for changes to base-lined requirements, in line with change management policy.
- Release and Deployment:
- Assesses and analyzes release components.
- Investigates improvements of UAT processes, tools, and methods.
- Ensures release processes and procedures are maintained.
- Portfolio, Programme, and Project Support:
- Uses recommended portfolio, programme, and project control solutions for planning, scheduling, and tracking.
- Sets up project files, compiles and distributes reports.
- Provides administrative services to project boards, project assurance teams, and quality review meetings.




- Provides guidance on project management software, procedures, processes, tools, and techniques.
- Maintains programme and project files from supplied actual and forecast data.
- Relationship Management:
- Ensures problems and issues are dealt with effectively.
- Collects lessons learned and disseminates relevant information.
- Collects and uses feedback from customers and stakeholders.

Key Relationships:

- GBS Operations (Porto/Dalian/NAM/LAM)
- GBS Hire to Retire
- GBS Record to Report
- GBS Source to Pay
- GBS Order to Cash
- GBS Planning & Reporting
- Global IT

Knowledge, Skills, and Abilities:

- Analytical thinking, solution-oriented, clear, and structured way of working.
- Ability to drive efforts under limited guidance.
- Excellent interpersonal skills & relations with the ability to work effectively with stakeholders in complex, fast-paced organizations.
- Fluent in English both verbally and written.
- Basic understanding of JavaScript, HTML, and CSS is a plus.

Requisite Education and Experience / Minimum Qualifications:

- University degree in Business/Computer Science/Information Technology or equivalent.
- Minimum 6+ years of relevant work experience within the field of IT and Product Ownership.
- Preferably experience in shared services or global business services.
- Technical experience with relevant platforms, technologies, and tools such as ServiceNow and Cisco.
- Experienced in process documentation.

COURAGE: Speak up when you see an opportunity; step up when you see a need.

OWNERSHIP: Pick up the ball. Be proactive, take responsibility and follow-through.

INNOVATION: Elevate to win. Be curious, test and learn new and better ways of doing things.

TEAMPLAY: Win together. Work collaboratively and cultivate a shared mindset.

INTEGRITY: Play by the rules. Hold yourself and others accountable to our company's standards.

RESPECT: Value all players. Display empathy, be inclusive, and show dignity to all.

📌 Senior Specialist - Service Now (Chennai)
🏢 Adidas
📍 Chennai