Job Description & How to Apply Below
We are seeking a highly skilled Lead Designer with knowledge of telecom domain and proficiency in Service Now specially CSM module . The ideal candidate will have a deep understanding of Service Now platform capabilities, business processes, and telecom services. As a Lead Designer, you will play a pivotal role in driving the design, implementation, and optimization of Service Now solutions to support our telecom service offerings.
The mission of Lead Desginer is to:
- Requirement Elicitation and Analysis:
o Collaborate with Customers & internal stakeholders to gather and analyze business requirements
o Elicit, document, and analyze business requirements, processes, and workflows.
o Translate business requirements into clear and concise functional specifications for technical teams.
- Service Now Configuration and Customization:
o Utilize your knowledge in Service Now specially focusing on CSM module to suggest configuration and customization of the platform to meet the business requirements.
o Coordinate with Business stakeholders and Service Now dev team to deliver solutions for incident management, change management, service request fulfillment, and other IT service management processes.
- Co-manage the backlog with the Product Owner
o Breakdown epic into detailed features and user stories
o Document and prioritize backlog
- Solution Design:
o Collaborate with System Architect to design solutions that meet business needs.
o Propose innovative and practical solutions to address business challenges.
o Ensure that proposed solutions align with the organization's strategic goals and technological capabilities.
- Stakeholder Communication:
o Serve as the primary point of contact for stakeholders, providing regular updates on project status, risks, and issues.
o Manage stakeholder expectations and ensure alignment between business requirements and Service Now solutions.
o Communicate complex technical concepts to non-technical stakeholders.
o Present findings, recommendations, and project updates to various audiences.
- Documentation:
o Create detailed documentation including business requirements, process flows, use cases, and user stories.
o Maintain accurate and up-to-date project documentation throughout the project lifecycle.
- Testing:
o Participate in system testing, user acceptance testing, and validation of implemented solutions.
o Ensure that delivered solutions meet the specified requirements and are of high quality.
- Process Improvement & Support:
o Identify areas for process optimization and efficiency enhancement.
o Recommend process improvements and assist in their implementation.
o Support Business on bug and anomalies fixing
About you
Key Accountabilities:
• Work on Service Now – TSM module (combination of ITSM & CSM) for customer and desk migration build better customer experience.
• Design, configure, and customize Service Now applications, modules, and workflows to meet business process requirements.
• Conduct thorough testing and validation of Service Now configurations to ensure quality and adherence to requirements.
• Assist in the creation of training materials and conduct training sessions for end-users to ensure successful adoption of Service Now solutions by customers.
• Stay up-to-date with the latest Service Now features, best practices, and industry trends to provide valuable insights for optimizing the platform's performance.
• Participate in Service Now-related and other projects, providing expertise and guidance on process improvements and implementation strategies.
• Create and execute business scenarios (verification) for the solution developed
• Produce key deliverables throughout the lifecycle of the project, for IT use as well as for business owners, such as solution proposals, user acceptance test plans, dependency matrices
• Works with the project manager/Scrum master/ project coordinator to define and clarify the requirements for the software to deliver for customer migration to Sevice Now CSM module.
• Provide technical support during UAT and go live. Use defect tracking system and follow resolution of defects
• Level 3 support to production issues for assigned applications within defined…
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