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Job Purpose and Impact

This role works in the process and service management space to help CBS achieve effective service delivery by deployment and sustenance of the core operational processes, structure and solutions in a standard format. You will use process mapping and business process reengineering to contribute to the development, implementation and sustainment of process solutions. In this role, you will transform project objectives into operational improvement initiatives and work to achieve process excellency of the end to end business processes by developing a strong process culture, optimized solutions and sustained execution.

Key Accountabilities

• Help drive  ServiceNow implementation as a liaison between business and platform by Capturing business and user requirements, Ensures requirements are understood, developed, tested, and delivered to specification, Owns the relationship with project stakeholders to identify, prioritize, model, and document business, process, and data requirements, Represents project stakeholders throughout planning, development, and release processes, Works with the platform team to develop release estimates ,Supports the testing effort and Works with stakeholders to drive adoption
• Partner with super users, stakeholders and data technology teams to drive process stabilization and optimization initiatives and support technology to enable business processes to meet growth and cost reduction goals.
• Collaborate with business process owners to implement and support process design and metrics for optimal execution and results.
• Lead and collaborate to support change with key super users, stakeholders and peers to ensure medium to high risk solutions are implemented successfully.
• Serve as a domain specialist to develop and lead business process initiatives with medium to high cost and risk, assuring project goals and objectives are attained and sustained while creating project insight for project and functional leadership.
• Provide expert level support as a consultant for business partners and super users related to initiatives and incidents including research, testing, training, change and documentation.
• Conduct meetings, research processes, collect data, analyze information and perform related tasks to handle process optimization change.
• Independently handle complex issues with minimal supervision, while escalating only the most complex issues to appropriate staff.
• Other duties as assigned

Qualifications

Minimum Qualifications

• Bachelor's degree in a related field or equivalent experience
• Experience of supporting Service Now implementation by working closely with stakeholders to understand their needs and develop custom solutions within ServiceNow products and capabilities limits.
• Demonstrated effective systematic problem solving experience including incident management
• Minimum of 3-4 years of related work experience in Service Now request management solutions implementation
• 8-10 years of overall work experience
• Other minimum qualifications may apply

Preferred Qualifications

• Continuous improvement methodology and skills
• Understanding of how enterprise resource planning, business process management, customer relationship management and business intelligence tools operate
• Knowledge of business process modelling notations
• Demonstrated experience leading and implementing organizational change and process optimization
• Knowledge of implementation strategy and approach to ensure minimal impact to the business and end users