ServiceNow Customer Service Management Lead
3 weeks ago
We are seeking a highly skilled ServiceNow Customer Service Management Lead to join our team at DNV Business Assurance.
About the RoleThis is an exciting opportunity for a seasoned Product Owner to lead the delivery of ServiceNow projects, ensuring alignment with concurrent initiatives across other project teams within the Superior Customer Experience (SCE) Program.
Key Responsibilities- Project Delivery Ownership: Lead the delivery of ServiceNow projects, ensuring alignment with concurrent initiatives across other project teams within the SCE Program.
- Requirement Gathering and Backlog Management: Gather requirements, manage the product backlog, and validate DNV BUSINESS ASSURANCE BA's priorities and needs.
- Vision and Roadmap Development: Support towards vision and roadmap development along with the program manager to be fulfilled by the development teams, ensuring alignment with business goals and strategic objectives.
- Stakeholder Communication: Act as the primary contact between stakeholders and development teams to ensure clear communication and understanding.
- ServiceNow CSM Module Implementation: Oversee the design and implementation of the ServiceNow Customer Service Management (CSM) module, ensuring it meets business requirements and industry standards.
- Stakeholder Collaboration: Work with internal and external stakeholders, including consulting teams, to maximize product value.
- Continuous Improvement and Maintenance: Lead the continuous development, deployment, and maintenance of ServiceNow capabilities in CSM to improve customer service operations and overall customer satisfaction in line with the SCE Program vision.
- Bachelor's or master's degree in computer science, Information Systems, Business Administration, or related field.
- ServiceNow Certified Implementation Specialist (CISCSM) certification.
- Minimum of 3 years of experience as a Product Owner or similar role, focusing on ServiceNow and Customer Service Management.
- Experience supporting Customer Service, Sales Support, Technical Support, or Contact Center units.
- Proficiency with Agile/Scrum methodologies and tools.
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