Senior Technical Product Owner - Service Assurance

Company Description

Zayo provides mission-critical bandwidth to the world's most impactful companies, fueling the innovations that are transforming our society. Zayo's 141,000-mile network in North America and Europe includes extensive metro connectivity to thousands of buildings and data centers. Zayo's communications infrastructure solutions include dark fiber, private data networks, wavelengths, Ethernet, and dedicated Internet access. Zayo serves wireless and wireline carriers, media, tech, content, finance, healthcare and other large enterprises.

Zayo is seeking a highly skilled and motivated Senior Technical Product Owner - Service Assurance to drive the development and enhancement of our critical business systems, ServiceNow software, and its integrations to other platforms including xMatters, ServiceNow, Contact Center Platform, Assure1 and Oracle.

In this role, you will be the key liaison between business stakeholders and development teams, translating business needs into clear, actionable user stories and technical specifications. You will leverage your deep technical expertise to ensure solutions are scalable, efficient, and aligned with our overall business objectives. You will be responsible for the strategy and rollout of designated systems within the organization. The ideal candidate possesses a strong software engineering background, expert-level SQL skills, hands-on experience with coding, and a comprehensive understanding of Salesforce and ServiceNow APIs.

Responsibilities:

* Product Ownership: Act as the primary technical product owner for assigned systems (Contact Center Platform, Salesforce, xMatters, ServiceNow, Assure1 and Oracle ), responsible for maximizing the value delivered by development teams.

* Requirements Gathering: Collaborate with business stakeholders to understand their needs, pain points, and objectives, and translate them into well-defined user stories and acceptance criteria. Build full scale scalable strategies relating to the overall integration and implementation of Contact Center Platform, Salesforce, xMatters, ServiceNow, Assure1 and Oracle.

* Stakeholder Communication: Effectively communicate development progress to both technical and non-technical stakeholders. Recommend best practices and define development and enhancement strategies for the business.

* User Stories: Work closely with the Director, Technical Product Owner and Operations Leaders to develop detailed user stories and data mapping for system integrations and API interactions, to guide development teams in building robust and scalable tools and solutions.

* Backlog Management: Create, prioritize, and maintain the product backlog, ensuring it is aligned with business strategy and provides clear direction for development teams.

* Sprint Planning and Execution: Participate in sprint planning, daily stand-ups, sprint reviews, and retrospectives, providing technical guidance and ensuring the development team understands the "why" behind the requirements.

* Stakeholder Communication: Effectively communicate product vision, roadmap, and progress to both technical and non-technical stakeholders.

* API Integration: Define and manage API integrations between Contact Center Platform, Salesforce, ServiceNow, and other enterprise systems.

* Data Management: Work with data architects and engineers to ensure data integrity, quality, and accessibility across all systems.

* Solution Design: Collaborate with architects and developers to design solutions that meet business requirements while adhering to best practices and architectural principles.

* Testing and Acceptance: Define acceptance criteria and participate in testing to ensure delivered solutions meet business needs and quality standards.

* Continuous Improvement: Identify opportunities to improve processes, tools, and methodologies related to requirements gathering, development, and delivery.

Qualifications:

* Bachelor's degree in Computer Science, Information Systems, a related technical field or equivalent work experience.

* At least 7 years of experience as a Technical Product Owner, Business Analyst, or Software Engineer, with a focus on enterprise software systems.

* Expert-level knowledge of SQL and relational database management systems (RDBMS).

* Proven experience with Salesforce Apex code development, including triggers, classes, and controllers.

* Strong understanding of Salesforce and ServiceNow APIs and integration methods (REST, SOAP).

* Experience working with Contact Center platforms and developing call/IVR flows and interactive chat experiences and flows.

* Solid understanding of software development methodologies, including Agile (Scrum, Kanban).

* Excellent analytical, problem-solving, and communication skills (both written and verbal).

* Ability to translate comple x business requirements into clear and concise user stories, with previous experience using Jira.

* Strong collaboration skills and ability to work effectively with cross-functional teams.

* Ability to manage multiple priorities and work in a fast-paced environment.

Preferred Qualifications:

* Salesforce certifications (e.g., Platform Developer I, Platform Developer II)

* ServiceNow certifications (e.g., Certified Application Developer) are a plus.

* Experience with other enterprise systems, such as Oracle Fusion

* Knowledge of web development technologies (HTML, CSS, JavaScript)

* Experience with integration platforms (e.g., MuleSoft, Dell Boomi)

* Any previous experience with network operations and customer support, preferably in telecom

Estimated base salary range: $95,800 - $160,000 USD/annually.

The base pay range shown is a guideline and reasonable estimate for this role. It takes into account the wide variety of factors that are considered in making compensation decisions. Actual compensation offered may vary from the posted range based upon geographic location, work experience, skill level, certifications, and other business and organizational needs. Non- sales roles may be eligible to participate in a discretionary annual incentive plan. Sales roles may be eligible to participate in a sales incentive plan.

Additionally, this position may be eligible for certain benefits, such as health insurance, life insurance, disability retirement plans, paid time off.

The posting will be active for a minimum of 3 days. The active posting will continue to extend by 3 days until the position is filled.

Benefits, Rewards & Wellness

• Excellent Health, Dental & Vision Insurance

• Retirement 401(k) Savings Plan

• Generous paid time off policy including paid parental leave

Zayo provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, provincial 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.