Product Owner

Inspire Medical Systems is hiring an onsite Service Desk Product Owner in Minneapolis to drive the strategy, roadmap, and continual improvement of digital employee support services.

Responsibilities

• Define and communicate the Service Desk operations vision, strategy, goals, and multi-year roadmap aligned to organizational priorities.
• Spot opportunities to improve the end-user support experience via process redesign, self-service, automation, knowledge, analytics, and emerging technologies.
• Create outcome-based objectives, success measures, and value realization plans.
• Develop business cases and recommendations for investments, enhancements, and lifecycle decisions.
• Own, maintain, and prioritize the Service Desk ticket backlog using business value, risk, user impact, operational need, compliance requirements, and technical dependencies.
• Balance delivery across new capabilities, technical debt, defects, platform maintenance, and continual improvement.
• Provide direction for Service Desk capabilities within ServiceNow ITSM and related employee support technologies.
• Partner with ITSM process owners to strengthen Incident, Request, Knowledge, Problem, and Major Incident Management capabilities.
• Ensure alignment with ITIL-based service management practices and organizational technology standards.
• Build relationships with Service Desk leadership and cross-functional partners across infrastructure, security, applications, Human Resources, business functions, and end users.
• Facilitate discovery sessions, roadmap reviews, backlog refinement, prioritization discussions, and product demonstrations.
• Gather and analyze user feedback, customer satisfaction data, service trends, and operational pain points.
• Champion intuitive, accessible, and consistent support experiences across channels.
• Communicate priorities, decisions, dependencies, risks, and outcomes to stakeholders and leadership.
• Define and monitor product and service outcomes including adoption, customer satisfaction, self-service effectiveness, automation value, service performance, and operational efficiency.
• Use ticket trends, demand data, voice-of-customer feedback, and performance reporting to identify and prioritize improvements.
• Develop and maintain dashboards and executive-level reporting to show platform and service health.

Requirements

• Bachelor’s degree in information technology, Computer Science, Business, or a related discipline, or equivalent practical experience.
• 5+ years of progressive experience in IT service management, Service Desk operations, enterprise platform delivery, product ownership, or a related field.
• Strong understanding of ITIL and IT Service Management principles.
• Experience with ServiceNow ITSM or a comparable enterprise service management platform.
• Experience leading cross-functional initiatives and influencing decisions without direct authority.
• Strong analytical, facilitation, organizational, and problem-solving skills.
• Excellent written, verbal, presentation, and interpersonal communication skills.
• Proven ability to manage competing priorities in a fast-paced environment.

Technologies

• ServiceNow ITSM
• ITIL
• IT Service Management
• ITSM
• ServiceNow

Benefits

• Multiple health insurance plan options.
• Employer contributions to Health Savings Account.
• Dental, Vision, Life and Disability benefits.
• 401k plan + employer match.
• Identity Protection.
• Flexible time off.
• Tuition Reimbursement.
• Employee Assistance program.
• Opportunity to participate in the ownership and success of Inspire through equity awards and the Employee Stock Purchase Program.

Additional Position Summary

• Translates business and user needs into prioritized product outcomes that improve employee experience, service quality, operational efficiency, and measurable business value.
• Acts as the primary liaison among Service Desk operations, Digital and Information Technology teams, business stakeholders, and delivery partners.
• Partners with platform administrators, engineers, process owners, vendors, and support leaders to deliver capabilities across ServiceNow ITSM, knowledge management, self-service, automation, virtual agents, reporting, and the broader digital employee support experience.
• Does not have primary responsibility for day-to-day people management or shift scheduling.
• Provides cross-functional product leadership, establishes priorities, and ensures delivered solutions align with organizational, security, regulatory, and service management requirements.

Location: Minneapolis, MN (onsite)

Salary: $90,000 - $120,000 USD