Knoxville, Tennessee
Baltimore, Maryland
Anaheim, California
Princeton, New Jersey
Brockport, New York
Posted: 17-Jan-26
Location: Dallas, Texas
Internal Number: 25021920
JOB SUMMARY
This position serves as a Process Owner for the ERP Squad, managing a team of analysts to design, execute, and continuously improve IT processes and products. These analyst consist of a combination of BSW employees and different Managed Service Providers (MSPs). The role drives Agile delivery, assists in the backlog prioritization, and governance across the ERP (HR, Finance and Supply Chain applications) portfolio, ensuring alignment with organizational goals and KPIs.
The Process Owner works tactically to carry forward the strategic vision through goals and sprint planning, ensuring value-driven delivery. This position oversees critical ITSM process areas (Request, Incident, Change, Knowledge, Problem, Configuration, Asset Management, Reporting) and acts as the process owner for technologies supporting these processes.
Process Owners often have backgrounds in the organization?s business, emerging technologies, product design, and market research.
ESSENTIAL FUNCTIONS OF THE ROLE
? Participate in Agile ceremonies: sprint planning, backlog refinement, daily stand-ups, demos, and retrospectives.
? Develop and maintain product roadmaps and prioritize backlog items based on business value.
? Translate business needs into user stories and acceptance criteria.
? Promote consistency and operational efficiency across IS through process design and governance.
? Manage process and technology enhancement priorities and backlog.
? Hold managed service providers and vendors accountable for delivering support and maintenance for systems across multiple time zones.
? Gather and analyze data; provide dashboards and reports to leadership; validate KPI integrity.
? Review implemented processes regularly and initiate improvement efforts.
? Maintain and at times create there is process and product documentation.
? Facilitate cross-functional collaboration and stakeholder engagement.
? Organize and lead ITSM governance and Agile ceremonies.
? Perform other position-appropriate duties in a professional and courteous manner.
KEY SUCCESS FACTORS
? Agile Expertise: Deep understanding of Scrum and Kanban; experience in Agile transformation and scaling practices.
? Product Management: Roadmap development, backlog prioritization, stakeholder engagement, and value-driven delivery mindset.
? Process Ownership: End-to-end process design, governance, and continuous improvement.
? Technical & Domain Knowledge: Exposure to Public Safety, Environmental Care, Emergency Management, and Building Automation Systems; enterprise IT applications and integrations. Are there specific applications we can add here?
? Project Management: Ability to create plans, track milestones, and ensure timely delivery.
? Leadership & Communication: Strong facilitation, collaboration, and executive communication skills.
? Tools & Technology: Proficiency in Jira, Azure DevOps, ServiceNow; familiarity with Azure cloud and Linux environments; data-driven decision-making using dashboards and metrics.
? Vendor Management: Proven ability to manage service providers across multiple time zones and enforce accountability for SLAs and support commitments.
? Certifications: ITIL required; Agile (Scrum) added benefit.
? Experience in ERP related applications or workflows; HR, Supply Chain or Finance (STRONGLY PREFERRED.
? Prior experience with SDLC, ITIL, and ServiceNow required (STRONGLY PREFERRED).
BENEFITS
Our competitive benefits package includes the following
- Immediate eligibility for health and welfare benefits
- 401(k) savings plan with dollar-for-dollar match up to 5%
- Tuition Reimbursement
- PTO accrual beginning Day 1
Note: Benefits may vary based upon position type and/or level
QUALIFICATIONS
- EDUCATION - Bachelor's or 4 years of work experience above the minimum qualification
- EXPERIENCE - 5 Years of Experience in IT Service Management, Agile product management, or related fields.