Sr. Product Owner - Corporate Applications

Job Description Title: Senior Product Owner - Corporate Technology

Job Information

Reports to: Manager, Technology Services - Corporate Technology

Location: Shelton, CT

Department / Sub-Department: IT/Corporate Technology

Position Summary

Owns the backlog for Subway's Enterprise and Corporate Applications portfolio supporting Legal, Human Resources, Accounting, Finance, and related corporate functions, while providing senior technical leadership over its end-to-end Application Management Services (AMS). Accountable for sprint planning, application support, maintenance, enhancements, implementations, troubleshooting, security, change management, and end-user setup across SaaS, COTS, and custom-built systems and integrations. Partners with business relationship managers, business stakeholders, and the Managed Service Provider (MSP) to ensure service levels are met, incidents and problems are resolved to root cause, and the production environment is protected through disciplined Incident, Problem, and Change Management in ServiceNow. Prioritizes based on business value, measures outcomes, and translates business needs into prioritized enhancements and contributes to a maintainable Corporate Applications roadmap. This position will be heavily geared toward supporting the Legal applications including Contract Lifecycle Management (CLM), eSignature platforms, cookie governance, data privacy, document content management, and matter management; but exposure in other Corporate functions (HR, Finance, Accounting, Procurement) is desirable.

Essential Functions

• Provides complex professional work in end-to-end application support, maintenance, and administration for the Enterprise / Corporate Applications portfolio (Legal, HR, Accounting, Finance) - including break/fix, minor enhancements, patching, development upgrades, security, and end-user setup - ensuring customer satisfaction throughout the application service delivery lifecycle. Performs ongoing administration, configuration, and environment controls for enterprise SaaS and hybrid applications, including system modifications, business process management, condition rules, and calculated fields to align functionality with evolving business needs. Designs, configures, and maintains user access controls and organizational security roles, and performs ad hoc audits of system roles, master data, and access logs to ensure compliance with internal controls, data privacy regulations, and audit requirements.

• Directs Incident, Requests, Problem, and Change Management using ServiceNow; performs prioritization, workload management, root cause analysis, and complex technical troubleshooting to resolve issues within established service levels (SLAs), and ensures problems have corrective action plans that prevent repeat occurrences, while tracking recurring system issues and maintaining a central knowledge repository of known errors and resolutions.

• Provides oversight and strategic direction to the Managed Service Provider (MSP) and coordinates effectively with Client Services to deliver second-level support and manage the support and maintenance of critical business applications across hybrid on-premise and cloud landscapes. manages the vendor relationship and contract-performance strategy for external SaaS vendors and systems integrators: holds software partners accountable to contractual requirements and SLA commitments, escalates and resolves systemic vendor performance issues, and translates resolution status into clear updates for senior leadership. manages SaaS governance data - licensing, usage, and application rationalization via the SaaS management platform - and provides input to contract renewals.

• Partners with Subject Matter Experts (SMES),functional analysts, and business owners across Finance, Human Resources, Procurement, Legal, and other functions to ensure satisfaction with current service levels and functionality; creates, prioritizes, and accepts user stories and incorporates them into release planning.

• Conducts discovery sessions, facilitates "as-is" and "to-be" workflow mapping, and performs needs analysis with internal stakeholders; validates opportunities and solutions; prioritizes features and enhancements based on business value, dependencies, obstacles, and risk, balancing business requests, technical debt, and security requirements; measures outcomes through KPIs, adoption, and benefit realization; and produces reporting and data analysis that manages the roadmap while maintaining accurate, always-current visibility into application health, licensing, and identity risk across the portfolio for IT leadership.

• Plans, coordinates, directs, and delivers small projects, enhancements, upgrades, and implementations to core business systems; serves as technical lead across in-house and vendor-delivered efforts; and rigorously validates all change-management requirements to protect the production environment. Partners with QE/QA testing resources to executes comprehensive testing plans (unit, integration, system, regression, and user acceptance testing) for scheduled software updates, vendor patches, and custom deployments, and validates rollback and fallback plans to safeguard production. Sets and governs the standard for post-deployment hypercare and the structured transition of applications from project delivery into operational support Ensures delivered solutions meet accessibility, compliance, and quality standards.

• Analyzes the current system environment using technical tools and utilities, performs complex product customization, and develops implementation and verification procedures to ensure successful installation and integration of systems hardware/software across the application landscape. Evaluates new technologies and digital capabilities for potential adoption across the portfolio, and manages product lifecycle decisions from definition and planning through production, release, and retirement (end-of-life).

• Authors and maintains comprehensive technical documentation, reference materials, standard operating procedures, and training curricula; conducts instructor-led classes and 1:1 coaching to drive technology adoption and user proficiency; and serves as the definitive subject matter expert for application structures, keeping configuration layout maps, rulesets, and workflow guidelines fully updated.

This role is the senior, working-lead level Product Owner. As a senior individual contributor, the position manages the backlog prioritization framework; provides technical leadership and mentorship across a large portfolio of applications, systems, integrations, and services; sets the standard for support quality and the hyper care-to-operations transition; directs and coordinates the work of managed-service partners; and serves as the escalation point for the most complex application issues - without direct people-management responsibility. This role is distinguished from the mid-level Product Owner in that the latter executes and delivers within the roadmap and manages delivery-level artifacts under established guidelines.

Skills and Abilities Required

• Deep knowledge and hands-on experience in end-to-end application and systems support - including assessment, design, configuration, testing, deployment, patching, and security administration - across a variety of application architectures and landscapes (SaaS, COTS, and custom-built) and across hybrid On-Premise and Cloud environments, ensuring seamless integration and issue resolution across platforms.

• Understanding of software development and delivery lifecycles (Agile, Scrum, Waterfall, Iterative) and of ITIL v4 principles, Agile/DevOps operating models, and experience transitioning traditional support models into automated, continuous-delivery frameworks, and quality assurance framework execution.

• Must be self-sufficient, highly self-reliant, self-starting, highly comfortable working both as a member of a team and independently.

• Strong documentation habits and strong communication skills, both written and verbal, with the ability to clearly and effectively communicate with technical and non-technical audiences at all levels of the organization.

• Proven ability to translate business requirements into technical specifications, manage and prioritize a backlog, and drive projects and enhancements through to completion.

• Comfort using AI tools such as Claude, Gemini, or Microsoft Copilot to improve productivity in day-to-day support, documentation, and analysis work.

• Experience working with offshore and onshore development teams in Agile and Scrum methodologies using industry-standard tools (e.g., JIRA, TFS, ADO, SNOW, etc.)

• Proven proficiency with ServiceNow for executing and tracking ITIL processes (Incident, Problem, and Change Management); hands-on ITSM experience required, with the ability to resolve issues within established service levels and validate change-management requirements that protect the production environment.

• Passion for working in the QSR / Retail / CPG industry and staying current with technology trends.

Bachelor's degree required in Information Technology, Computer Science, Computer Information Systems/Management Information Systems (CIS/MIS), Business Administration or equivalent combination of schooling and experience.

Other certifications: Certified Scrum Product Owner (CSPO), SAFe Product Owner/Product Manager (POPM), Certified Business Analysis Professional (CBAP), Project Management Professional (PMP), ITIL/IT Service Management (ITSM), Certified Scrum Master (CSM), and/or relevant certifications preferred

Ten (10) years or more of full-time, professional-level work in the support, administration, implementation, or development of enterprise business applications, including hands-on Application Management Services (AMS) delivery, ServiceNow-based ITSM, and product ownership or business analysis responsibilities.

Is employee required to travel for business? Yes less than 10%