ServiceNow

The key responsibilities will be to own Service NOW roadmap for Anglo American. He must have strong background in Service NOW as a process and a functional consultant. 15+ years of total experience in managing processes, Service NOW as a platform. Extensive experience in managing service NOW roadmaps and in depth understanding of all modules Service NOW. Must own service NOW roadmap for Anglo American, be able to provide clarity to customer on a 30-60-90 day plans. Experience in articulating and implementing cloud devops processes on Service NOW. Must be capable of evaluating all business requirements and feasibility analysis and suggest Go, No-Go decision. Must have the capability to translate business requirement into detailed functional requirements. Must be capable to translate functional requirement into technical requirement. Must be capable of working closely with Service NOW technical teams to ensure that all business requirements are successfully implemented. Must be able to functionally test the implemented functionalities and provide sign off before releasing to customer. Must be responsible for compliance with Service NOW best practices and health checks. Must be responsible to keep Service NOW at N-1 version.

Additional Responsibilities

• Provide support for on call escalations and doing root cause analysis of given issue.
• Independently resolve tickets within agreed SLA of ticket volume and time.
• Adhere to quality standards, regulatory requirements and company policies.
• Work on value adding activities such as Knowledge base update & management, Training freshers, coaching analysts.
• Ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases.

Location: Base Location will be India with 4-5 budgeted business travels every year to London, South Africa and Brazil to meet with key stakeholders and with business users.