Enterprise Service Management Lead/Product Owner
Location
Secunderabad | India
Job description
Responsibilities The successful candidate with assume the following ESM responsibilities supporting Consumer, Marketing & Engagement organization:
ServiceNow:
Product Management:
- Execute ServiceNow product roadmap for Consumer, Marketing & Engagement (CME): co-ordinate implementation of ServiceNow functionalities, ensuring user friendly, intuitive solutions for CME business teams.
- Coordinate representation, maintainance, and prioritization of all CME 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 CME function.
- Support CME ESM Lead in representing CME 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.
- Lead CME design for new services, request routing and workflow, resolver team composition etc.
- Maintain relevant ServiceNow training program for users of CME ServiceNow solution.
Catalogue Management:
- Maintain CME Service catalog, to represent outside in view, a customer centric interpretation of services.
Service Performance Management:
- Partner with ESM function to provide system enablement of service performance reporting to drive continual service improvement with service owners
Monday.com:
Product Management:
- Implement standard request management process through Monday.com: oversee representation, maintainance, and prioritization of all CME functional requirements for implementation in Monday.com
- Drive CME design for new services, request routing and workflow, resolver team composition etc. in Monday.com, in partnership with CME IT developer
- Build Monday.com training program for CME users of Monday.com solution
- Oversee license management process for Monday.com
- Maintain integration of service management systems: ServiceNow and Monday.com to ensure standardization of service management practices and service reporting
- Ensure consistent support model for Monday.com in CME
Knowledge Management:
- Support CME ESM Lead in co-ordination of work of CME Knowledge Management team to ensure cross-platform service management consistency across ServiceNow modules
- Support CME ESM Lead in implementation and maintenance of central knowledge management processes and database to meet requirements of Consumer, Marketing & Engagement (CME) organization
Other ESM Processes:
- Support implementation of the associated ESM process, such as Integrated Demand Management process for CME, in partnership with Process Excellence team, Issue Management or Capacity Management process for CME
People Management :
- Manage work of ESM Business Analysts and DevSecOps teams to ensure smooth delivery of service management solutions
- Support management of KM Analysts to ensure proper content management practices are in place for CME organization
- Act as a trusted relationship manager towards growing group of CME stakeholders in all matters related to Enterprise Service Management practices (beyond ServiceNow scope)
- Contribute to the highest team performance results through SMART objective setting, creating open & positive culture, measuring team outcomes
Qualifications - Experience in Enterprise Service Management practice in a GBS set-up or expertise in deployment of the IT Service Management framework, including familiarity with knowledge and content management processes
- Prior Shared Services/GBS experience, working in a complex and matrix organization, driving transformational efforts
- Experience with service management platforms within GBS organizations including design, configuration, development and implementation (ServiceNow, Monday.com)
- Strong marketing, insights, analytical and technical acumen (IT/digital savy)
- 10+ years of experience in program&project and/or product management
- Understanding of business processes related to Consumer, Marketing & Engagement is preferred
- Exceptional communication skills
- Proficiency in English language
- Ability to build relationships in a virtual environment, work collaboratively and proactively with multi-functional teams
Essential
- Strong relationship management skills, flexibility to work with all levels of management
- Leader with a strong intellectual curiosity paired with strategic thinking
- Customer-centric mindset
- 10+ years of experience in programme/service management
- Excellent team management experience in a global environment
- Exceptional communication skills. Proficiency in English language
- Ability to work in a fast-paced environment
- Experience working in global shared services implementations
Job tags
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