• Provide product owner/management responsibilities to a support-focused agile team • Lead and mentor the team in SAFe Agile values, principles, and practices • Define, refine and prioritize the product backlog for multiple workstreams • Analyze new and complex product-related problems and create solutions that involve timelines, technology, methodology, tools, and solution components, of the support product. • Coordinate iterative improvements of the support product with government liaisons, HCD, Engineering and team members, including requirements development, and health metrics. • Utilize tools and reports, such as JIRA and Confluence, to collect, develop and analyze agile data and metrics while tracking and managing progress. • Facilitate product backlog and refinement ceremonies. • Prepare for PI (Program Increment) Planning (SAFe). • Provide support to and support tool (ex: Salesforce or Service Now) • Ability to track and set up metrics to evaluate support activities • Ability to develop and maintain documentation for knowledgebase/playbook use • Ability to evaluate and make recommendations for improved support processes and workflows • Ability to lead support tool migration, using HCD and product principles • Additionally provide other product owner/product management responsibilities • Act as a product evangelist and become the subject matter expert of support as a product throughout the delivery lifecycle. • Lead and mentor the team in Agile values, principles, and practices. • Support the preparation, maintenance and communicate the product roadmap, which defines product enhancements for short and long-term releases. • Work closely with internal and external stakeholders to ensure high quality delivery. • Accepts completed development efforts by ensuring that the user value is delivered, and acceptance criteria are met.