Product Manager - DSM (Firmwide Case Management)
Core
Execute product strategy and lifecycle for Digital Service Mgt, Northern Trust's firmwide case management tool, translating business needs into prioritized enhancements for case intake, routing, and resolution.
Role type
Product Manager (Case Management)
Builds
Firmwide case management platform for business operations and resolver groups
Domain
Financial Services / Enterprise Workflow
Deliverable
product features
Required skills
Product strategy, case management, workflow design, stakeholder management, roadmap planning, requirements definition, risk assessment, data lifecycle management, adoption enablement, performance analytics
Preferred skills
Experience with enterprise tools, knowledge of financial services processes
Technologies
Case management systems, workflow tools, data management platforms
Responsibilities
Gather and validate user needs through stakeholder interviews and data analysis; Develop personas and journey maps for requestors and resolvers; Translate product strategy into a sequenced roadmap and prioritized backlog; Define product requirements, user stories, and acceptance criteria for case types and routing; Promote reusable case-management patterns and consistent data definitions; Prepare product risk and impact assessments for new capabilities; Partner with records management to translate retention and legal-hold requirements into product requirements; Coordinate business acceptance testing and release readiness; Support onboarding of business areas and maintain training content; Maintain a product scorecard covering adoption and throughput metrics; Represent business requirements in platform modernization and migration planning; Support forecasts and benefits tracking for product enhancements.
Seniority
Mid-Senior, hands-on IC
