Servicenow Process Cluster Lead

Process Cluster: 

Incident Management, Problem Management, Service Level Framework, Availability Management, Event Management

Role Description: 

. Lead the delivery effort and account for milestone targets according to the project plan
. Take ownership & responsibility for design & specification activities
. Co-ordinate testing, simulation, training and enhancement
. Provide over-sight with offshore test teams (review Test Scenarios & Test Script documentation, assist Test Manager with stakeholder support during UAT)
. Enable decision making and direction setting
. Ensure clusters processes are aligned, integrated and uniform
. Report on the status of deliverables and progress against plan which feeds into the ITSM and wider Programme Governance model
. Produce weekly monthly report to highlight risks, key decisions & progress
. Directly manage and take responsibility for Process Experts within the assigned cluster and provide knowledge, guidance and consultancy
. Proactively manage application specific enhancements/defects
. Highlight any risks and issues observed
. Represent the Program professionally and provide the public face of the relevant process areas when required
. Work with the wider programme teams to enable delivery of the processes
. Work consultatively with stakeholders and retain focus to achieve the deployment schedule
. Run iterative workshops with stakeholders as required
. Work with Project management to assist with tracking & escalation of issues
. Monitor and drive issue resolution and escalate out of line situations
. Commit to and embody company beliefs and values of the company

Key Skills and Experience Required: 

Business Experience:
. Experience in at least one Major ServiceNow Process delivery area
. Experience of Service Management implementation/transformation programs as a business analyst (min 3 years) - this can include other tool sets (such as BMC Remedy, HP SM etc.)
. Keen awareness of limitations of ServiceNow & good practice design for solutions of enterprise scale
. Experience of taking ownership for core ServiceNow module delivery with minimal management support
. Working business knowledge of consulting services (including working with offshore development teams)
. Service Management IT industry knowledge, ITIL aware (Foundation minimum)
. Educated to a minimum of higher national diploma level

Personal Skills Required:
. Strong stakeholder engagement skills (including negotiation/mediation)
. Strong customer focus and service attitude.
. High personal motivation and energy.
. Strong personal organizational skills
. Good communication skills - both written and verbal
. Empathy to understand issues from both the customer viewpoint and from individuals within the business, and to respond appropriately
. Composure and the ability to remain calm and dispassionate
. Ability to initiate action - seize opportunities to put ideas into action either personally or through engaging a team or the organization as a whole
. Ability to motivate others through effective leadership skills combined with a high level of personal energy and enthusiasm
. Judgement and Sensitivity
. Team work and team motivation in a challenging IT environment
. High affinity to work in an international as well as multicultural environment
. High flexibility and experience in prioritizing tasks
. Ability to deal with variable workload