Technical Support Engineer - ServiceNow (5-10 yrs)

Requirements

- Master's degree in Business Management or equivalent.

- 5+ years of relevant work experience.

- Strategic Mindset - ability to align short-term goals with a long-term vision; willing to think outside the box.

- Customer-focused - must map all processes, initiatives and changes to the ultimate goal of improving the IT customer experience.

- Excellent communication (both written and verbal), influencing and negotiation skills, required to cooperate with a wide range of internal and external stakeholders, customers & IT staff at various levels of leadership, combined with driven and assertive personality.

- ServiceNow ITSM advanced knowledge : existing knowledge of ServiceNow ITSM is required. Must also have capacity to quickly fill in any knowledge gaps and learn new features as needed.

- Familiar with ITSM and ITIL concepts and able to apply them as needed.

- Process engineering experience : able to identify and develop specific procedures that can be used to improve IT and business processes; experienced with tools such as MS Visio, Excel and PowerPoint.

- Project management experience : must be able to drive projects using organizational tools to track progress, assign tasks and achieve timelines.

- Experience in people management, leading and directing multiple team members in a busy task-oriented environment.

Responsibilities :

Customer Experience Management :

- Drive a customer first approach.

- Lead the promotion of IT services to the Groupe.

- Collaborate across teams to enhance support quality measurements and related processes and training

- Work with management and the team to develop creative ways to measure and improve CX

- Develop a Customer Insight Strategy and tailor services where appropriate to improve customer journey.

Knowledge and Process Management :

- Design and lead the knowledge management program for IT knowledge and customer facing knowledge bases.

- Work with management to promote and implement knowledge-centred service concepts that drive speed to resolution of issues and continually improves the user experience by training IT staff and monitoring their usage and contributions to knowledge.

- Establish processes, workflows, and success metrics to manage the knowledge life-cycle

- Support general process creation and life-cycle management related to IT functional areas, security/compliance, etc.

ServiceNow Liaison/Champion :

- Lead and/or contribute to the improvement of ServiceNow catalogue items, and request workflows to streamline request fulfilment and improve self-service

- Evaluate and approve all changes in ServiceNow and ensure UAT is completed thoroughly to remove risk of impact to IT processes and service

- Be an expert on ServiceNow capabilities and work with the SNOW team to implement features that will enhance our services and operational support

Cross-Functional Team Collaboration :

- Establish and lead a cross-functional team collaboration program to improve knowledge sharing and process enhancement across teams

- Regularly review trends, processes, knowledge, and customer feedback with functional teams

- Use information gathered from collaboration program to suggest and drive new initiatives to improve user experiences

KPIs, reporting and measurement :

- Take full ownership of key performance indicators relevant to particular stages of customer engagement

- Drive the development of a reporting/meetings framework and tracking of results

- Advise/recommend action to enhance service delivery