People Services Service Management Specialist

Overview

Act as a Service Management platform specialist and single point of contact for People Services tool enhancements, run tasks and alignment with the BO Service Excellence team, driving solutions that deliver best-in-class services.

What you'll do

• Act as a Service Management platform specialist (ServiceNow, Power BI).
• Lead requirements and tool enhancement gathering for People Services, provide business requirements, and discuss and align new priorities with BO Service Excellence.
• Test required changes linked to rollouts, enhancements, demands and bug fixes.
• Deploy global solutions, processes and working practices across all People support teams, providing technical and adoption support to ensure seamless platform utilization across all regions.
• Ensure working practices and processes align with global requirements per the established Core Model and guidelines.
• Provide Level 3 support to People support teams using in-scope solutions, acting as Subject Matter Expert for the Case Management process and support model set-up.
• Provide on-demand reports and dashboard creation in ServiceNow.
• Serve as first point of contact for the BO Service Excellence team and maintain regular contact.
• Send regular updates to impacted teams about upcoming changes.
• Conduct resolver trainings on case management.
• Collaborate with stakeholders across the organization.

What you'll need

• Background in business operations with focus on solution delivery.
• Hands-on experience with service management tools.
• Well-organized with ability to structure, prioritize, and meet deadlines.
• Problem-solving approach to solution implementation and support.
• Analytical thinking with ability to connect solutions to business needs.
• Intermediate in requirements and specifications definition and testing.
• Intermediate in Service Management tools.
• Adapting to changes and open to explore and learn.
• Strong communication skills with ability to present to various teams across the globe.
• Team player, able to work collaboratively transversally with an end-to-end mindset, and effective business partnering.
• English fluent.

Nice to have

• Experience in solution implementation.
• ServiceNow knowledge.

Details

• Location: Hyderabad.