Product Owner - ITSM

Syensqo is all about chemistry. We’re not just referring to chemical reactions here, but also to the magic that occurs when the brightest minds get to work together. This is where our true strength lies. In you. In your future colleagues and in all your differences. And of course, in your ideas to improve lives while preserving our planet’s beauty for the generations to come.

About SYENSQO

Syensqo is all about chemistry. We’re not just referring to chemical reactions here, but also to the magic that occurs when the brightest minds get to work together. This is where our true strength lies. In you. In your future colleagues and in all your differences. And of course, in your ideas to improve lives while preserving our planet’s beauty for the generations to come.

About the job

We are seeking a highly skilled Product Owner - BMC Helix ITSM to drive the successful optimization and operational management of our ITSM platform. This role bridges product functionality and business requirements, ensuring our BMC Helix ITSM platform delivers operational excellence, scalability, and robust user experiences throughout our global service transition. The ideal candidate blends deep ITSM knowledge, platform administration, and business analysis to align platform features with business goals

Key Responsibilities

Product Owner

• Define and Maintain roadmap for the BMC Helix ITSM platform
• Act as the strategic Product Owner, establish, groom, and prioritize the platform product backlog by writing clear user stories, acceptance criteria, and technical specifications based on stakeholder feedback.
• Collaborate closely with IT development and administrative teams to plan and execute Sprints, ensuring seamless rollouts of new features, workflow enhancements, and platform upgrades
• Act as the primary bridge between business units and the technical team; translate business needs into scalable IT capabilities and measure platform performance against key success metrics (KPIs).
• Drive continuous service improvement by identifying bottlenecks in ITSM modules (Incident, Change, Problem, Asset) and proactively championing backlog items that optimize user experience and platform automation.

Product Coordination & Platform Management

• Own the operational coordination of the BMC Helix platform, acting as the primary liaison between IT Service Owners, support teams, and Business.
• Manage feature prioritization, enhancements, and workflow customizations within BMC Helix to support business needs.
• Facilitate platform onboarding, rationalizing access management rules, and ensuring seamless adoption for end users.
• Coordinate daily operations, including cross-functional team collaboration.
• Work with team to Design and optimize workflows inside BMC Helix Digital Workplace, creating intuitive service catalog items and automated approval processes
• Coordinate with BMC Support and third-party vendors escalations, license management, system integrations, and root cause analysis (RCA) on persistent platform issues

Business Analysis & Requirements Engineering

• Act as the primary liaison between business units and IT, translating business needs into technical specifications and workflows within BMC Helix modules (e.g., Incident, Problem, Change, Service Catalog)
• Be a point of contact for Business and IT to understand their requirements for Product enhancement.
• Document data conversion mapping rules, workflows, and source-to-target mapping for integrations and routine upgrades.
• Drive the creation and maintenance of a robust knowledge base, including runbooks and procedures, leveraging built-in tools

Reporting, Dashboarding & Governance

• Work with ITSM Operational team to Build, configure, and maintain operational dashboards utilizing BMC Helix Dashboards to track incidents, backlogs, and SLAs.
• Regularly communicate with business leaders to align the ITSM roadmap with company goals. Provide transparent reports on KPIs, SLAs, and product progress

Platform Upgrades, Maintenance & CMDB Governance

• Plan, test, and execute BMC Helix system upgrades, patch implementations, and feature rollouts.
• Configuration Management (CMDB)- Maintain and govern the accuracy of the BMC Helix CMDB and Discovery modules, ensuring data feeds and infrastructure components are up to date
• Monitor platform availability, configure permissions, and perform routine health checks to optimize system performance

Education and Experience

• 9+ years of experience in IT operations, with strong hands-on expertise in BMC Helix  ITSM administration or process coordination or any similar ITSM tool
• Bachelor’s or Master’s degree in Computer Science, Information Systems, or a related field.
• Experience in Agile Product Owner role
• Strong knowledge of ITIL-based service management and Agile methodologies in operational environments.
• Strong foundational knowledge of ITIL frameworks and IT Service Management processes (ITIL v4 certification is a strong plus)
• Strong organizational skills, attention to detail, analytical mindset, and excellent communication abilities for cross-regional coordination
• Strong Business requirement gathering skills
• PMO and Service Delivery experience preferred

About us

• Syensqo is a science company developing groundbreaking solutions that enhance the way we live, work, travel and play. Inspired by the scientific councils which Ernest Solvay initiated in 1911, we bring great minds together to push the limits of science and innovation for the benefit of our customers, with a diverse, global team of more than 13,000 associates. Our solutions contribute to safer, cleaner, and more sustainable products found in homes, food and consumer goods, planes, cars, batteries, smart devices and health care applications. Our innovation power enables us to deliver on the ambition of a circular economy and explore breakthrough technologies that advance humanity.
• At Syensqo, we seek to promote unity and not uniformity. We value the diversity that individuals bring and we invite you to consider a future with us, regardless of background, age, gender, national origin, ethnicity, religion, sexual orientation, ability or identity. We encourage individuals who may require any assistance or accommodations to let us know to ensure a seamless application experience. We are here to support you throughout the application journey and want to ensure all candidates are treated equally. If you are unsure whether you meet all the criteria or qualifications listed in the job description, we still encourage you to apply.