ITSM - Product Designer

Join Ford Motor Company’s Enterprise Technology team as an ITSM Product Designer in a hybrid role based in Dearborn, MI. You will help turn stakeholder needs into prioritized work, coordinate delivery across internal teams and external partners, and keep ITSM product and support queues moving. This position supports quarterly planning, incident and service request management, integrations, and ongoing improvements to delivery practices.

Alongside meaningful product impact, Ford offers immediate medical, dental, vision, and prescription drug coverage, paid parental leave, new parent ramp-up programs, and subsidized back-up child care. You can also access family building benefits, tuition assistance, and established employee resource groups, plus paid time off for individual and team community service. Vacation, sick/personal time, and paid holidays include time between Christmas Eve and New Year’s Day.

Responsibilities

• Partner with internal stakeholders to understand new work requests, clarify needs, collect additional requirements, and confirm expected outcomes.
• Convert requests into clear, actionable work items by determining appropriate detail, identifying dependencies and blockers, and coordinating additional requirements or solutioning.
• Organize and prioritize team work, plan delivery cycles, and coordinate assignments across development and design resources.
• Work with external stakeholders during quarterly planning to review proposed work, understand priorities, and align on commitments.
• Monitor and coordinate incoming incidents and service requests, ensuring work is routed, tracked, and addressed appropriately.
• Facilitate team meetings and delivery check-ins, clarifying ownership and expectations and coordinating work across internal teams and external partners.
• Coordinate product and process work across service management functions, including service requests, incidents, changes, problems, and knowledge management.
• Plan and manage delivery of integrations that connect ITSM capabilities with other enterprise platforms, services, and data sources.
• Communicate status and expectations, obtain decisions and approvals, and work with stakeholders to address blockers for successful delivery.
• Identify urgent issues, delivery risks, and impediments and escalate them to the appropriate stakeholders.
• Contribute to improvements in work-management practices, governance, team coordination, and delivery processes.
• Prioritize work and determine scope and breakdown in alignment with team objectives and stakeholder needs, with guidance and escalation support provided by the ITSM Product Owner.
• Share information, coordinate responsibilities, and provide coverage to support continuity of work.

Requirements

• Bachelors Degree
• Required experience using Jira to manage work, backlogs, or delivery tracking
• Required exposure to Agile ways of working, including sprint planning, stand-ups, and iterative delivery
• Strong prioritization skills, including work breakdown, requirements clarification, and delivery coordination
• Effective communication and stakeholder engagement skills, including experience working with external stakeholders
• Ability to manage competing priorities, identify dependencies, and follow through on blockers and escalations
• ServiceNow knowledge is a plus
• IT Service Management (ITSM) experience is a plus
• Vendor or external-partner management experience is preferred

Technologies

• Jira
• ServiceNow

Even Better If You Have…

• Support queues are monitored, appropriately routed, and managed in line with established response expectations
• Work items are clear, actionable, and sufficiently refined for delivery planning
• Quarterly planning with external stakeholders results in clear priorities and aligned commitments
• Delivery cycles are organized, with work and ownership clearly communicated
• Stakeholders understand status, next steps, decisions needed, risks, and changes in expectations
• Blockers and escalations are identified and addressed in a timely manner
• Integration and cross-team dependencies are considered during planning and delivery
• Product responsibilities are coordinated effectively to support continuity and reliable coverage
• Delivery and work-management practices are reviewed and improved as needed

Compensation

This position is a salary grade 7 with a range of $99,600 to $166,600 per year. Final salary grade determination will be based on candidate skills and experience, with base salary set within the applicable range according to job scope, responsibility, and competitive market value.