Service Owner

Grade:E

Level:P3

Zone: 4

Position Description

The Service Owner position reports to the Service Owner Manager and is responsible for serving as a liaison between IT (Information Technology) and the various UNOS (business) departments.They also represent the voice of the customer throughout the software development process, maintaining constant communication with both the business stakeholders and the software development team to answer questions, provide direction and represent the business needs and interests. The service owner ensures that all pertinent customer (business) requirements are gathered, documented, and communicated to the development team for implementation.

In general, the Service Owner functions in either a business analyst or product owner capacity. As a business analyst, they work closely with internal and external business stakeholders to develop requirements. As a product owner, they work with the software engineering team to develop a solution by writing user stories and building artifacts. In some cases, a service owner may fill both functional roles in a hybrid capacity.

Key Responsibilities

• Collaborate with business stakeholders and members of the transplant community throughout the OPTN policy development process to gather requirements, understand needs, document process flows, and collaborate with software engineering to provide estimates that are presented for review and approval by the OPTN Board of Directors (BOD)
• Develop functional requirements based on business needs
• Investigate the impact of the proposed policy changes on the national transplant system (UNet) by reviewing data and consulting with business architects, technical architects, software development teams and peers
• Serve as the voice of the customer throughout the software development process.
• Serve as a voice of IT in working with the Policy Liaison(s) and pertinent Committees of the BOD.Communicate and collaborate with all stakeholders regularly
• Lead focus groups and interviews with end users to ensure technical design decisions meet member requirements and needs
• Facilitate internal huddles and build consensus between internal and external stakeholders to finalize requirements and technical design decisions.
• Become an expert user of the UNet family of products, with focus on user experience
• Assist with system design in collaboration with product owners and other IT stakeholders
• Participate in project estimates as a member of the product team
• Additionally, a Service Owner may collaborate with business stakeholders and the transplant community to gather and document requirements, understand the user workflow, and be the voice of the customer in community or technical internal projects

• Based on the functional requirements, develop Agile user stories and collaborate with the software development team to review, refine and prioritize the stories for implementation
• Provide story acceptance and solution validation throughout the project lifecycle
• Maintain and prioritize product feature backlog and development for the given project.Ensure work focuses on stories with the maximum value that align with the product strategy
• Develop process maps, wireframes, and potential high-level solutions in collaboration with UI/UXstaff to meet the customer requirements
• Actively engage in Scrum ceremonies
• Lead focus groups and interviews with end users to ensure technical design decisions meet member requirements and needs
• Collaborate with the software development team on user acceptance testing for projects with member impact
• Collaborate with project stakeholders to ensure communication notices, training, deliverables, and process changes are handled appropriately
• Serve as the voice of the customer throughout the software development process
• Become an expert user of the UNet family of products, with focus on backend processes, data structures, and user experience
• Participate in project estimates as a member of the product team
• Update product documentation as needed

Minimum Requirements

• 5 years of demonstrated Product/Service Owner and/or Business Analyst and/or Business System Analyst experience required
• 2 years of healthcare experience, preferably in transplantation
• 2 years working with software engineering teams

Critical Skills

• Strong working knowledge of Agile methodology and understanding of Product/Service Owner role within a Scrum team
• Ability to facilitate technical solutions, assist in troubleshooting and diagnosing system issues
• Experience writing business requirements or user stories within a collaborative, agileenvironment
• Capable of aligning all work with the organization's vision, mission, and values
• Adept at multi-tasking and handling numerous assignments simultaneously
• Basic SQL knowledge with the ability to run and review queries
• Demonstrated proficiency in Microsoft Office Suite, and delivery of other modes of electronic communication
• Proven customer focus with well-developed business and medical acumen
• Demonstrated capacity to work well both in a team environment and independently
• Must have a professional, positive and enthusiastic attitude
• Proven ability to work independently and take initiative

Additional Skills & Qualifications

• Proven problem-solving skills
• Effective presentation and meeting facilitation skills
• Excellent listening and feedback skills
• Demonstrated verbal, telephone, and written communication skills
• Exceptional analytical and conceptual thinking skills
• Ability to meet deadlines successfully while managing multiple priorities
• Adept at communicating with business, technical and clinical audiences
• Ability to organize work and daily tasks within a prioritization hierarchy to successfully meet milestones and relay status of projects effectively

Education

• 4-year degree in IT, computer science, business or related field of study, or equivalent work experience required

Physical Requirements

• General office demands
  
  
  
  • Prolonged periods of sitting at a desk and working on a computer.
  • Frequent reaching, handling, and fine manipulation for using office equipment, filing, and managing paperwork.
  • Manual dexterity sufficient to operate a keyboard, mouse, and other office tools.
  • Occasional standing, walking, and bending.
  • Ability to lift up to 10-20 pounds occasionally.
  • Vision abilities required include close vision for computer work and reading documents.
  • Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.