Job Description
- Job Title: Product Owner, Service Desk Automation & User Experience (UX)
- Req ID: 48085
- Job Location (Short): Apodaca, MEX | Queretaro, MEX | Reynosa, MEX
- Employment Type: Full Time
- Segment: Group Functions CFO
- Job Category: Information Technology
- Work Location Type: Hybrid

The Impact You'll Make:
As our Product Owner - Service Desk Automation & User Experience (UX), you’ll lead the vision, strategy, and delivery of automation, AI-enabled capabilities, and employeefacing digital experiences that transform how our Global IT Service Desk operates. Your impact? You’ll improve speed to resolution, expand self-service adoption, enhance employee satisfaction, and reduce cost-to-serve through scalable, data-driven, and usercentric solutions. Acting as the bridge between business stakeholders, IT operations, UX teams, vendors, and development teams, you’ll ensure that automation and UX enhancements deliver measurable business value and outstanding employee experiences worldwide

What You’ll Be Doing:
- Ownthe product vision, roadmap,



and backlog for Service Desk automation, AI capabilities, and UX improvements.
- Collaborateacross ITSM, Digital & IT Shared Services, UX, vendors, and Service Desk operations to deliver secure, scalable, and compliant solutions.
- Identify and implementopportunities to automate workflows, streamline processes, and enhance self-service tools.
- Define and trackKPIs to improve resolution times, reduce ticket volumes, and boost satisfaction.
- Championuser-centric design and continuous improvement of the employee digital experience.

What We're Looking For:
- Experiencein IT Service Management, product ownership, or service delivery—preferably in integral environments.
- Proficiencyin ITSM platforms (ServiceNow preferred) and ITIL-aligned Service Desk processes.
- Hands-on experiencedelivering automation, AI-enabled capabilities, or self-service solutions.
- Strong stakeholder managementand communication skills in mult

📌 Product Owner, Service Desk Automation (Santiago de Querétaro)
🏢 Danfoss
📍 Santiago de Querétaro