Purpose:To ensure the successful implementation and maintenance of the ServiceNow product to meet DNV BUSINESS ASSURANCE's needs by collaborating with relevant stakeholders and achieving the objectives of the work pack.Responsibilities:Project Delivery Ownership: Lead the delivery of ServiceNow projects, ensuring alignment with concurrent initiatives across other project teams within the Superior Customer Experience (SCE) Program at DNV Business Assurance.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.Preferred Qualifications:Education:- Bachelor's or master's degree in computer science, Information Systems, Business Administration, or related field.- ServiceNow Certified Implementation Specialist (CISCSM) certification.Experience:- 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.Technical and Functional Knowledge:- Strong hands-on experience with ServiceNow, particularly in the Customer Service Management module.- Proficiency in managing workflows, business rules, UI policies, and other ServiceNow components.- Deep understanding of customer service processes and case management best practices.- Experience in implementing and optimizing customer service solutions.Other Skills:- Excellent communication skills with the ability to work effectively with cross-functional teams.- Strong analytical and problem-solving abilities.- Proven track record of managing complex projects and delivering high-quality results.
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