Define, maintain, and prioritize all Commercial Sales functional requirements for implementation in ServiceNow, with a strong focus on Service mindset, Streamlined process & workflow design, Knowledge Management, and Service Performance Management. Manage and prioritize ongoing backlog of service related requirements and enhancements for the Commercial Sales function.
Deliver a modular approach to Service Now Functionality; within this context insure: ALL TOUCH POINTS and EVERYTHING WE DO within ServiceNow development stays SIMPLE, INTUITIVE AND RELEVANT for Commercial Sales Teams in the market place /front line – KEY DELIVERABLE
Represent the Commercial Sales function perspective, ensuring that the design and implementation of enterprise services engagement layer (SNOW Portal) meets user needs and provide input into the unified employee experience design – including issue management, service catalogue, user interface, functional descriptions, taxonomy etc.
Define the optimal Commercial Sales functional delivery including self-solve, self-service and requestable services
Drive Commercial Sales functional design for new services, request routing and workflow, resolver team composition etc.
Design the Commercial Sales functional Service catalog, to represent outside in view, a customer centric interpretation of services
Analyze service related performance data to drive continual service improvement with service owners
Commercial Sales Functional Responsibilities
Insure ServiceNow Project Development, design and implementation stays within Budget/Allocated cost and elevate any variations that impact cost for the necessary approval by Sector
Be the spokesperson of Commercial Sales Function within the broader ServiceNow and cross Functional Project team; insure thatdecisions madeat a broader level are highlighted and evaluated for potential impact on Commercial Sales
Collaborate with Sales Tower Heads across Hubs and Design leads across the Commercial Sales Team to insure that all demands and feedback are properly captured and incorporated in the project
Play a critical role in the early stage of trouble shooting and issue resolution as well as work with Design leads within Markets to drive adoption
With the help of GBS Commercial Sales VP Work closely with Communication Teams and CM leads to launch Service Now and insure speedy transition and adoption within the Commercial Sales Function and key stakeholders
Qualifications/Requirements
Sound knowledge of technical and/or financial systems (SAP, Tableau, MS Office and Other financial reporting systems)
Strong understanding of business processes related to Commercial Sales/Workflows, information Flow and service flows
Exceptional communication and inte-personal skills skills. Proficiency in English language
Ability to work collaboratively and proactively with multi-functional teams and across multiple stakeholders
Relocation Eligible: Eligible for Standard Relocation