Summary
About the Role
The primary responsibility is to support central team that manages, maintains and enhances common technology platforms used in Global Business Solutions (GBS). The position holder needs to understand various processes adopted in GBS, how they are being implemented and advice on how these could further evolve or improved. The role requires one to primarily work on ServiceNow Strategic Portfolio Management (SPM) modules but would also need to demonstrate understanding of other technologies like Microsoft Power suite and ability to understand aspects around data structures, data models, analytics etc.
Key Responsibility
- Maintain list of user requirements and enhancements needed on platform
- Discuss with IT how the user requirements could be implemented on the technologies
- Develop and maintain performance analytics reports on ServiceNow
- Develop training materials / documentation and conduct training sessions for end users on ServiceNow SPM modules
- Plan and host sessions with ServiceNow SuperUsers to explain upcoming changes, releases and seek feedback
- Respond to queries around features, functioning of ServiceNow SPM modules
- Operational tasks required to maintain information and configuration of ServiceNow modules
- Liaise with various delivery teams to ensure change management is implemented effectively
- Own management of other tools developed in other technologies like Power platforms which enables execution of some processes
- Ideate potential solutions to improve the tool, process and experience of users
Essential Requirements:
• Technology
- Candidate should have around 5 years of hands on experience on technologies such as ServiceNow Platform specifically on Strategic Program Management (SPM), MS PowerSuite etc.
- Should have understanding of key product features and working of Project, Resource, Demand management modules
- Should be tech savvy and be able to quickly learn working of other technologies
• Data & Process understanding
- Should be familiar with data structures, data relationships and should be able to perform exploratory data analysis
- Should be able to create and understand process maps
• General
- Strong communication skills and ability to explain in simple, crisp manner
- Understanding of Project, Process, Product management concepts and practices
Desirable Requirements:
- Experience of working on Microsoft Power Suite platform (PowerBI, PowerApps, PowerAutomate)
- Experience of working on Reporting & Visualization tools like QlikSense etc.
- Experience of working in global teams with customer interaction roles in past
- Certifications on Agile Scrum / Project Management is desirable
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