The Service Management SME / Integration Lead for Finance serves as a functional representative to ensure Marketing & Insights capability is built into Service Now.
The role is responsible for gathering the requirements for M&I, partnering with IT and Service Now to build the reqirements, and overseeing the tool on an ongoing basis.
This role was approved as a permanent role in the recently approved Service Now Capex. This role will also support global M&I initiatives including process excellence, knowledge management, R&R and strategic projects.
Represent, maintain, and prioritize all M&I functional requirements for implementation in ServiceNow including Service Portfolio Management, Service Modelling and workflow design, Service Catalog Management, Knowledge Management, and Service Performance Management.
Manage and prioritize ongoing backlog of service related requirements and enhancements for M&I function.
Deliver a modular approach to Service Now functionality, ensure user friendly, intuitive solutions for M&I business teams.
Represent M&I function perspective on the design, development and implementation of enterprise services engagement layer (SNOW Portal) and provide input into the unified employee experience design including issue management, service catalogue, user interface, functional descriptions, taxonomy etc.
Own / represent the channel strategy for M&I functional delivery including self-solve, self-service and requestable services
Drive M&I design for new services, request routing and workflow, resolver team composition etc.
Design the M&I Service catalog, to represent outside in view, a customer centric interpretation of services
Analyze service related performance data to drive continual service improvement with service owners
M&I Functional Responsibilities :
Lead global process excellence initiatives for M&I, including tracking and reporting associated productivity
Be the spokeperson for M&I in the broader Service Now and cross functional GBS project team ensure M&I needs are met and the impact of decision made in the configuration phase is transparent for the team.
Collaborate with M&I tower leads across Hubs and functional design leads to ensure two way communication between the function and service now team (feedback and requirenments)
Lead knowledge management integration with GBS Ecosystem for Marketing & Insights
Play a critical role in change management process to drive adoption of Service Now solutions
Support VP M&I, GBS on communication related to launch and adoption of service Now platform within the function.