Associate Product Owner - GOC

About the role

Clarivate is looking for a GOC Product Owner to join its Global Operations Center in Jerusalem. The role is the central point of coordination for GOC operational needs, initiatives, process improvements, integrations and tooling requirements, linking operational priorities with the teams responsible for technical delivery. It reports to the Director, Database Administration and is a full-time position aligned with local working hours, on a hybrid basis.

Key responsibilities

• Manage GOC operational requirements from intake through delivery, keeping a prioritized backlog with clear requirements, user stories, acceptance criteria and expected outcomes.
• Coordinate initiatives across Infrastructure, Cloud Operations, DBA, Product, Support, Engineering, Monitoring, Incident Management and ServiceNow teams, managing cross-team dependencies.
• Drive delivery by tracking commitments, following up on actions, escalating blockers and risks, coordinating acceptance and verifying that completed solutions meet the agreed operational need.
• Lead continuous improvement across ServiceNow, monitoring and alerting, AIOps, incident and problem management, RCA/PIR, reporting, operational processes, runbooks and support handoffs.
• Track and communicate delivery progress, priorities, milestones, risks, dependencies, overdue actions, achievements and decisions to GOC and IT stakeholders.

Required profile

• At least 2 years of experience in IT operations, IT service management, operational excellence, product or project ownership, or cross-functional technology delivery.
• At least 2 years of experience with core ITSM processes: incident management, problem management, change management, monitoring, escalation and continuous service improvement.
• Experience coordinating cross-functional technology delivery across teams such as Infrastructure, Cloud Operations, Engineering, Support, DBA, Monitoring, Product or Service Management.

Required skills

• ServiceNow or a comparable enterprise ITSM platform (incident, problem or change management, workflows, CMDB, dashboards or reporting).
• Operational monitoring, alerting, analytics or reporting tools such as PagerDuty, Centreon, Pingdom, Datadog, Power BI or an equivalent.
• Nice to have: 24/7 GOC, NOC or command center experience; tracking metrics such as MTTR, SLA achievement, availability and incident volumes; ServiceNow enhancements, workflow automation and CMDB improvements; AIOps, RCA/PIR, customer communications and incident escalation; operational roadmaps or product backlogs.