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Senior Product Owner - Corporate Technology

Subway Shelton, CT

Shelton, CT

Today

Full time Senior Incident, Problem & Change Management It Service Management

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Job Description

Join Subway in Shelton, CT as a senior product leader within IT / Corporate Technology. This role owns the backlog for Subway’s Enterprise and Corporate Applications portfolio and provides senior technical leadership across end-to-end Application Management Services (AMS), with a strong focus on Legal applications and service reliability.

What you’ll deliver

Backlog ownership for the Enterprise and Corporate Applications portfolio supporting Legal, Human Resources, Accounting, Finance, and related corporate functions.
Service ownership for AMS, including sprint planning and end-to-end support activities across SaaS, COTS, and custom-built systems and integrations.
Disciplined service management through ServiceNow Incident, Problem, and Change processes to protect the production environment.
Business value prioritization, measuring outcomes and translating business needs into enhancements that support a maintainable Corporate Applications roadmap.
Legal application emphasis, including Contract Lifecycle Management (CLM), eSignature platforms, cookie governance, data privacy, document content management, and matter management.
Support transitions and quality standards, including post-deployment hypercare and structured transition from project delivery into operational support, with accessibility, compliance, and quality requirements.

Responsibilities

Plan and coordinate application support, maintenance, enhancements, implementations, troubleshooting, security, change management, and end-user setup.
Administer and configure enterprise SaaS and hybrid applications, including system modifications, business process management, condition rules, and calculated fields.
Design and maintain user access controls and organizational security roles, and perform ad hoc audits of system roles, master data, and access logs to support compliance and internal control requirements.
Lead Incident, Requests, Problem, and Change Management in ServiceNow, including prioritization, workload management, root cause analysis, and technical troubleshooting to meet SLAs.
Ensure corrective action plans prevent repeat issues, track recurring system problems, and maintain a central knowledge repository of known errors and resolutions.
Provide oversight and strategic direction to the Managed Service Provider (MSP), coordinating effectively with Client Services for second-level support across hybrid on-premise and cloud landscapes.
Manage external vendor relationships for external SaaS vendors and systems integrators, including escalation and resolution of systemic performance issues and clear updates to senior leadership.
Manage SaaS governance data via a SaaS management platform, including licensing, usage, and application rationalization, and provide input to contract renewals.
Partner with SMEs, functional analysts, and business owners to create, prioritize, and accept user stories for release planning.
Run discovery sessions and workflow mapping (as-is/to-be), conduct needs analysis, validate solutions, and balance business requests with technical debt, security requirements, dependencies, obstacles, and risk.
Plan, coordinate, direct, and deliver small projects, enhancements, upgrades, and implementations, serving as technical lead across in-house and vendor-delivered efforts.
Coordinate testing execution with QE/QA resources, including unit, integration, system, regression, and user acceptance testing, and validate rollback and fallback plans.
Author and maintain technical documentation, reference materials, standard operating procedures, and training curricula, including instructor-led classes and 1:1 coaching.
Serve as the senior, working-lead level Product Owner and escalation point for the most complex application issues across applications, systems, integrations, and services.

What you bring

Deep, hands-on end-to-end application and systems support experience across assessment, design, configuration, testing, deployment, patching, and security administration.
Experience across SaaS, COTS, and custom-built application architectures and hybrid on-premise and cloud environments, with integration and cross-platform issue resolution.
Knowledge of software development and delivery lifecycles including Agile, Scrum, Waterfall, and iterative, plus ITIL v4 principles and Agile/DevOps operating models.
Comfort working independently and as a collaborative team member; self-sufficient and self-starting.
Strong written and verbal communication skills and strong documentation habits for technical and non-technical audiences.
Proven ability to translate business requirements into technical specifications, manage and prioritize a backlog, and drive enhancements through completion.
Comfort using AI tools such as Claude, Gemini, and Microsoft Copilot for productivity in support, documentation, and analysis work.
Experience working with offshore and onshore development teams using Agile and Scrum methodologies and tools such as JIRA, TFS, ADO, SNOW (and similar).
Hands-on proficiency with ServiceNow for ITIL process execution and tracking, including Incident, Problem, and Change Management, with the ability to resolve within established service levels and validate change-management requirements that protect production.
Interest in the QSR / Retail / CPG industry and staying current with technology trends.

Education, reporting, and logistics

Education: Bachelor’s degree in Information Technology, Computer Science, Computer Information Systems/Management Information Systems (CIS/MIS), Business Administration, or an equivalent combination of schooling and experience.
Experience: 10+ years.
Reports to: Manager, Technology Services - Corporate Technology.
Location: Shelton, CT (onsite).
Travel: Yes, less than 10%.

Certifications (preferred)

CSPO, SAFe Product Owner/Product Manager (POPM), CBAP, PMP, ITIL/IT Service Management (ITSM), CSM, and/or relevant certifications.

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