Job Scope/Summary: Customer Support (CS) is aligning its leadership focus and organizational design to align with HP's strategic priorities of shifting to contractual services business along with the required infrastructure transformation, while improving the customer and employee experience. The Contractual Category (CS-CC) is focused on everything that is Contractual/Managed services delivery and support to global and regional accounts, both for PC (Device as a Service DaaS) and Print (Managed Print Services) businesses. Both are growing businesses for HP. Within the Contractual Managed Services Category Team, responsible for Service Strategy and Design, this Onboarding Manager will join the solutioning and onboarding team as technical lead to manage customer onboarding of large accounts onto our IT Service Management (ITSM) ServiceNow platform. This position is a combination of customer-facing project management, business analysis, and technical expertise and is the linkage to the capability enablement teams.
Responsibilities: Own and lead all the phases of a customer onboarding on the ITSM platform.Collect requirements from Customer Account team.Design ITSM ServiceNow onboarding project plan with internal transition team and Customer.Run due diligence with customer.Configuration of the ITSM ServiceNow platform per requirements.Workflows adaptations.UAT - Support into production phase.Establish and ensure that appropriate Client Onboarding processes on HP ITSM tool are used/followed (such as reporting, risk management, lessons learned, quality, escalating, communications, etc.).Lead the overall Customer Onboarding project on HP ITSM tool during Transition/Transformation phases of the deal.Report to Deal Transition Manager or Account Delivery Manager. Education and Experience Required: 3-5 years managing IT/Transition implementation projects.Must have an Undergraduate Degree (Preferred fields include Business, Computer Science, IT/IS, or Electrical/Electronic Engineering or equivalent combination of education or experience).ITSM Admin & Config experience 3 Year minimum (preferred ServiceNow). Knowledge and Skills: Basic Project Management skills.Analyze and resolve problems.Knowledge of ITIL tools and big databases (preferably ServiceNow).Solid Excel skills.Focus on customers.Design and deliver presentations.Influence management in defining customer needs.JAVA Programming expertise/experience preferred.Computing Degree.ITIL foundation.Testing/QA experience.Fluent English; any additional language (esp. German, Italian, Spanish, French) is a plus.PMP Certified a plus.ITIL certified a plus.ServiceNow Certifications are a plus. We're looking for visionaries who are ready to make an impact on the way the world works. At HP, the future's yours to create!
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