ServiceNow Support Operations Manager

Job Description

 

Overview

 

ServiceNow forms an essential part of the Siemens Healthineers IT service landscape. All IT services within Siemens Healthineers are delivered via a centralized ServiceNow platform. The ServiceNow Operations Manager is expected to take over global responsibility for managing key user support initiatives with the aim of improving the overall customer and employee support experience. Deliverables will include the implementation of global support concept for internal and external customer-facing projects, the identification of process automation and self-service improvement opportunities, user communications and management of external partners.

 

Task and Responsibilities

 
  • Act as a key player in establishing and executing strategic and tactical operational initiatives.

  • Get incidents and ad-hoc requests resolved in time and quality.

  • Act as the representative for ServiceNow Support Operations and interface effectively with cross-functional teams, senior-level business executives and users to create and implement solutions to improve service experience

  • Identify the root cause of failures and problems and drive problem resolution.

  • Drive optimization of operational effectiveness, communications, compliance, quality, systems rollout, education/training coordination and liaison activities between cross-functional entities

  • Initiate and/or participate in strategic initiatives that impact the tactical approach to customer support as well as influencing policies, workflows and performance standards

  • Assess current systems, best practices, quality, service and introduce improvements to ensure operations stays in line with growing Business needs

  • Create SLA agreements with business representatives and manage external partners to get requests and incidents resolved within the defined SLA agreements.

 

Required Knowledge/Skills, Education, and Experience

 

Education: University degree in engineering / computer science of similar

 

Citification:  “ServiceNow Certified Administrator", ITILv3 certification

 

Experience:

 
  • Minimum of 8 years of industry experience, including 5+ in Customer Support operations and support delivery

  • Deep understanding of service support processes

  • Prior experience with analytics and understanding of support metrics and KPI’s

  • Ability to work independently and in a global team environment

  • Ability to set clear direction by defining goals and priorities, and evaluate/support the business needs

  • Strong documentation and presentation skills including creative thinking and willingness to work hands-on to deliver impactful outcomes

  • Excellent problem solving and root cause analyzing skills

  • Ability to gather and analyzes data to understand the pros and cons of different decisions and options

  • A strong desire for achieving excellence in customer satisfaction and support service delivery

  • Demonstrated experience in leading external support partners

  • Ability to learn quickly and pick up tools, systems, and processes in a short amount of time

     

 

Preferred Knowledge/Skills, Education, and Experience

 
  • Prior experience working in a SaaS environment

  • Experience with ServiceNow products

  • PMP & Agile certifications

 

Job ID: 112884

Organization: Siemens Healthineers

Experience Level: Experienced Professional

Job Type: Full-time

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