Job Description

(Posting). The key responsibilities will be to own Service NOW roadmap for Anglo American. He must have strong background in Service NOW as a process and a functional consultant. 15+ years of total experience in managing processes, Service NOW as a platform. Extensive experience in managing service NOW roadmaps and in depth understanding of all modules Service NOW Must own service NOW roadmap for Anglo American, be able to provide clarity to customer on a 30-60-90 day plans. Experience in articulating and implementing cloud devops processes on Service NOW. Must be capable of evaluating all business requirements and feasibility analysis and suggest Go, No-Go decision. Must have the capability to translate business requirement into detailed functional requirements Must be capable to translate functional requirement into technical requirement Must be capable of working closely with Service NOW technical teams to ensure that all business requirements are successfully implemented Must be able to functionally test the implemented functionalities and provide sign off before releasing to customer. Must be responsible for compliance with service NOW best practices and health checks Must be responsible to keep Service NOW at N-1 version. Location Base Location will be India with 4-5 budgeted business travels every year to London, South Africa and Brazil to meet with key stakeholders and with business users. (1.) To independently resolve tickets and esnure that the agreed SLA of ticket volume and time are met for the team. (2.) To provide support for on call escalations orL3 level support and doing incident and problem management (3.) Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts and conducting interviewsorparticipation in hiring drives. (4.) To adhere to quality standards, regulatory requirements and company policies (5.) To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases (6.) To participate or contribute on EN business in creation of proposals to drive Service improvement plans. Qualification B-Tech Skill (Primary) CFS-Platform Engineering-EMS Platform

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