ALSAC
ProductOwnerII(InfrastructureEnterpriseServices)
“Product Owner II - (Infrastructure Enterprise Services) at ALSAC. Skills: Product Owner, IT support, End User Compute (EUC), Service Desk, Client Services. Establish and own the strategic vision and direction for end user support services and platforms. Define and maintain a 3-year product roadmap, release plans, and prioritized backlog aligned to business goals”
Industry & Context.
turn pain points into meaningful improvements; Analyze trends and metrics such as first-call resolution, ticket volume, aging, and escalation patterns; Use insights to guide prioritization and decision-making—not just reporting, but real, tangible improvements; Continuously evaluate and optimize workflows, tooling, and processes
What They're Looking For.
Must Have
working knowledge of Service Desk and Client Services operations, including incident management, request fulfillment, SLAs, escalations, and knowledge management, Proven experience owning products or services in a service-oriented or IT operations environment, Solid understanding of hardware, software, and network setup related to end user computing, Experience using agile methodologies (Scrum) to drive delivery and improvement, Ability to facilitate discussions, resolve disagreements, and balance competing priorities, Excellent written and verbal communication skills, with the ability to translate technical details into business value
Nice to Have
Agile Product Owner certification (or equivalent)
What You'll Do.
Establish and own the strategic vision and direction for end user support services and platforms
Define and maintain a 3-year product roadmap
and prioritized backlog aligned to business goals
Ensure the product delivers measurable value through defined KPIs
and service health indicators
Own how employees experience IT support across Service Desk and Client Services
including request intake
and knowledge management
Champion a user-centered experience
identifying friction points in the “front door” and driving improvements where it breaks down
Shape how IT is experienced daily—from onboarding to device support and beyond
Analyze trends and metrics such as first-call resolution
and escalation patterns
Use insights to guide prioritization and decision-making—not just reporting
tangible improvements
Continuously evaluate and optimize workflows
Act as the connective tissue between Service Desk leadership
Client Services leadership
and downstream resolver teams
Listen deeply to customer and stakeholder pain points
translate them into actionable requirements
and clearly communicate priorities and tradeoffs
Partner with IT leadership to ensure alignment with enterprise objectives
user experience flows
and wireframes that clearly communicate product direction
Lead agile delivery using Scrum and industry best practices to improve team effectiveness
Coordinate software releases
and ensure product quality and information security requirements are met
Work with vendors and external partners to enhance platform capabilities as needed
Translate technical concepts into plain language that resonates with business users
Develop training materials and documentation that clearly connect product features to business value
Demonstrate product capabilities and provide regular product and project status updates
How You'll Work.
Team & Collaboration
Act as the connective tissue between Service Desk leadership, Client Services leadership, IT Operations, Architecture, Security, and downstream resolver teams; Partner with IT leadership to ensure alignment with enterprise objectives; Service Desk and Client Services are aligned around shared priorities and outcomes
Communication Scope
Excellent written and verbal communication skills, with the ability to translate technical details into business value; Translate technical concepts into plain language that resonates with business users; Develop training materials and documentation that clearly connect product features to business value; Demonstrate product capabilities and provide regular product and project status updates; Stakeholders understand the roadmap, tradeoffs, and why work is prioritized the way it is
Process & Methodology
Define and maintain a 3-year product roadmap, release plans, and prioritized backlog aligned to business goals, Lead agile delivery using Scrum and industry best practices to improve team effectiveness, Coordinate software releases, manage defects, and ensure product quality and information security requirements are met
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