Job Description

ServiceNow Delivery Expert

Purpose of Role:

ServiceNow Solution Delivery Expert will be the process and system expert for the ServiceNow platform and will be responsible for the definition, delivery, and deployment of the projects under his/her responsibility. SDE will apply & leverage existing processes and systems following the ServiceNow roadmap and Mondelez standards and policies.

ServiceNow application scope in Mondel- z International covers HR, ITSM, Security, GRC, and other key modules. Experience of working on these modules as project delivery implementation lead/architect is desired in this role apart from strong Project management experience in matrix organizations.

:

- Own the entire delivery lifecycle of the projects allocated to the SDE, with direct responsibility for managing budget & synchronization with a business case, functional scope, build quality, deployment schedule, and operational readiness for all the processes in the delivery scope

- Own the relationship with the external vendors delivering projects within assignments. This also includes quality assurance with MDLZ & External partners in all phases of project delivery till the project is successfully transitioned to sustain the organization

- Support in future-state road mapping activities

- Provide functional SME expertise in a project team to execute project lifecycle including blueprint, build, integration testing, and implementation with a specific list of ServiceNow-related activities:

- Coordinate project teams with business analysts and specialists from other business groups, in order to resolve issues

- Analyze issues and define a clear resolution to the business. Engage ServiceNow and technical teams when required.

- Act as a liaison between functional business groups and technology teams

- Support a multi-site, multi-country customer base

- Partners with Tower leads and business stakeholders to understand business requirements for implementation of ServiceNow projects.

- Accountable for best practices deployment including project delivery methodologies. Ensure adoption of globally harmonized processes. Ways of working and strategic solutions. Contribute to solution and service roadmap improvements.

- Responsible to implement new solutions as per the architecture design ensuring that the new solution is cost-optimized and easy to maintain.

- Provide oversight and guidance on all Statements of Work (SOW) for SN projects

- Monitor all issues that affect the team, project, or program and potential risks.

- Ensure smooth delivery of 2 platform upgrades per year

- Build deep and lasting relationships with stakeholders and team members

Qualifications:

- Experience in delivering projects on the ServiceNow platform across multiple modules relevant for MDLZ like HRSD, Onboarding, and Transition, ITSM, ITBM, ITOM, Security, GRC, App Engine, API, etc.

- Experience managing project budget

- Experience working with Agile SDLC methodologies

- Excellent communication skills (both written and verbal) with strong presentation and facilitation skills

- Strong interpersonal skills, customer-centric attitude

- Proven team player and team builder

- Strong organizational and analytical skills

- Familiarity with SaaS deployments and their supporting architecture; Preferably ITIL experience

- Risk Management Skills

- Experience of managing external vendors as key stakeholders in overall project delivery

Professional Skill Requirements:

- Proven ability to work creatively and analytically in a problem-solving environment

- Ability to work in a fast-paced environment with rapidly changing priorities on multiple projects and initiatives

- Can communicate with impact, in a way that is open, honest, consistent and clear to influence and align stakeholders around a proposed approach

- Strong negotiator, influencer and team player, used to managing multiple stakeholders in demanding time-critical situations.

- Strong focus on building cost effective innovations in solutions with emerging technology trends

- Strong strategic application of functional knowledge

- Strong knowledge and foundation of Tollgate Methodology (TGM)

- Wide experience and demonstrated project management and methodological skills

- Translation of business requirements into technology-based solution

- Strong drive and resilience to overcome challenges or setbacks to achieve your team/project/client goals

- Passionate about areas of expertise, managing your own development by learning continuously from experience and seeking out development opportunities

Bonus Points If :

- PMP or CSM certification

- ServiceNow System Administrator Certification

- ITIL 4 Foundations Certification