ServiceNow Service Expert

2 weeks ago

Gurugram, India PureSoftware Pvt Ltd. Full time

Job Description :


The candidate should have a deep understanding of the SPM module and a proven track record of successfully onboarding users to this platform. Initially, he/she would be working with the program team to support the implementation of SPM, focusing on the delivery of training and supporting user adoption. Then would be supporting users in the run phase and identifying issues to fix and enhancements to be implemented.

Responsibilities :

- Become a key member of the program team ( which includes both IT and business experts, known as workstream leaders )

- Support the workstream leaders to identify and specify user stories for development by the IT team.

- Serve as a subject matter expert on ServiceNow SPM, providing in-depth knowledge and guidance to users.

- Develop and execute comprehensive user onboarding strategies, including creating engaging training materials, videos, and FAQs.

- Conduct training sessions for new users, ensuring they possess the necessary skills to effectively utilize the SPM tool.

- Provide ongoing support and troubleshooting assistance to users, resolving issues promptly and efficiently.

- Identify opportunities for process improvement within the SPM module and implement solutions to enhance user experience.

- Collaborate with cross-functional teams to ensure seamless integration of SPM with other systems and processes.

- Stay up-to-date with the latest SPM features and functionalities to maintain expertise.

Qualifications :

- Proven experience in implementing and supporting ServiceNow SPM.

- Strong understanding of Project, Program & Portfolio management principles and methodologies.

- Excellent communication and interpersonal skills with the ability to explain complex concept clearly.

- Demonstrated ability to create effective training materials videos/documents and conduct engaging training sessions.

- Problem-solving and analytical skills to identify and resolve user issues.

- Strong attention to detail and organizational skills.

- Additional expertise on ITSM/Race will be preferred.

Roles and Responsibilities :

The candidate should have a deep understanding of the SPM module and a proven track record of successfully onboarding users to this platform. Initially, he/she would be working with the program team to support the implementation of SPM, focusing on the delivery of training and supporting user adoption. Then would be supporting users in the run phase and identifying issues to fix and enhancements to be implemented.

Responsibilities :

- Become a key member of the program team ( which includes both IT and business experts, known as workstream leaders )

- Support the workstream leaders to identify and specify user stories for development by the IT team.

- Serve as a subject matter expert on ServiceNow SPM, providing in-depth knowledge and guidance to users.

- Develop and execute comprehensive user onboarding strategies, including creating engaging training materials, videos, and FAQs.

- Conduct training sessions for new users, ensuring they possess the necessary skills to effectively utilize the SPM tool.

- Provide ongoing support and troubleshooting assistance to users, resolving issues promptly and efficiently.

- Identify opportunities for process improvement within the SPM module and implement solutions to enhance user experience.

- Collaborate with cross-functional teams to ensure seamless integration of SPM with other systems and processes.

- Stay up-to-date with the latest SPM features and functionalities to maintain expertise.

Qualifications :

- Proven experience in implementing and supporting ServiceNow SPM.

- Strong understanding of Project, Program & Portfolio management principles and methodologies.

- Excellent communication and interpersonal skills with the ability to explain complex concept clearly.

- Demonstrated ability to create effective training materials videos/documents and conduct engaging training sessions.

- Problem-solving and analytical skills to identify and resolve user issues.

- Strong attention to detail and organizational skills.

- Additional expertise on ITSM/Race will be preferred.

(ref:hirist.tech)

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