Operations Specialist - ESM

Overview

Serve as the operational subject matter expert and single point of contact for the Enterprise Service Management (ESM) platform supporting Medical Services, bridging Global Business Units, Medical Services and the Service Excellence team.

What you'll do

• Serve as the primary Single Point of Contact (SPOC) for all ESM related activities, including data management in ESM, user guides, enabling and disabling access, group management and KB articles within BO Medical.
• Identify opportunities for enhancement of the system to serve the purpose of Medical Services, including tracking and reporting.
• Act as the guardian and steward of the Medical Services ESM model, ensuring its integrity and optimal performance.
• Provide expert guidance on system enhancements and best practices to all functions in BO Medical.
• Manage configuration BAU changes such as assignment groups, deliverables and standard roles.
• Ensure data integrity across all ESM Medical Services modules and interfaces in collaboration with the BO Digital Team.
• Execute testing for system updates, patches and enhancements in coordination with the BO Service Excellence team.
• Own and resolve Universal Requests (UR) submitted through the ServiceNow "Get Help" feature.
• Provide first-level process subject matter support to end-users, ensuring rapid issue resolution.
• Maintain comprehensive documentation of support activities and resolution procedures.
• Collaborate with CSM module teams to ensure proper routing of business requests outside UR scope.
• Support the update and improvement of Knowledge Base Articles based on L1 support insights.
• Leverage frontline visibility on user queries and recurring issues to identify content gaps and improvement opportunities.
• Propose updates, clarifications and new article suggestions to enhance self-service capabilities.
• Collaborate with Service Owners, who retain full accountability for KBA content accuracy and approval.
• Contribute to reducing ticket volume by ensuring knowledge articles address common user pain points.
• Document emerging trends and frequently asked questions to inform knowledge management strategy.

What you'll need

• 3-5 years of experience working in an ESM (ServiceNow preferred).
• Understanding of ESM frameworks and best practices.
• Experience with data analysis and reporting.
• Familiarity with change management and incident resolution processes.
• Excellent communication and interpersonal skills with ability to work across diverse teams.
• Strong analytical and problem-solving capabilities.
• Customer service orientation with focus on user experience.
• Ability to work independently and manage multiple priorities effectively.
• Demonstrable learning agility.
• Bachelor's degree.
• English, excellent.

Nice to have

• Proficiency in ServiceNow ESM modules, including backend configuration and data management.

Details

• Location: Hyderabad, India.