col-wideJob Description:
Purpose:
To ensure the successful implementation and maintenance of the ServiceNow product to meet DNV BUSINESS ASSURANCE's needs by collaborating with relevant stakeholders and achieving the objectives of the work pack.
Responsibilities:
Project Delivery Ownership:Lead the delivery of ServiceNow projects, ensuring alignment with concurrent initiatives across other project teams within the Superior Customer Experience (SCE) Program at DNV Business Assurance.
Requirement Gathering and Backlog Management: Gather requirements, manage the product backlog, and validate DNV BUSINESS ASSURANCE BA's priorities and needs.
Vision and Roadmap Development: Support towards vision and roadmap development along with the program manager to be fulfilled by the development teams, ensuring alignment with business goals and strategic objectives.
Stakeholder Communication: Act as the primary contact between stakeholders and development teams to ensure clear communication and understanding.
ServiceNow CSM Module Implementation: Oversee the design and implementation of the ServiceNow Customer Service Management (CSM) module, ensuring it meets business requirements and industry standards.
Stakeholder Collaboration: Work with internal and external stakeholders, including consulting teams, to maximize product value.
Continuous Improvement and Maintenance: Lead the continuous development, deployment, and maintenance of ServiceNow capabilities in CSM to improve customer service operations and overall customer satisfaction in line with the SCE Program vision.
DNV is an Equal Opportunity Employer and gives consideration for employment to qualified applicants without regard to gender, religion, race, national or ethnic origin, cultural background, social group, disability, sexual orientation, gender identity, marital status, age or political opinion. Diversity is fundamental to our culture and we invite you to be part of this diversity.Preferred Qualifications:
Education:
Bachelor's or master's degree in computer science, Information Systems, Business Administration, or related field.
ServiceNow Certified Implementation Specialist (CISCSM) certification.
Experience:
Minimum of 3 years of experience as a Product Owner or similar role, focusing on ServiceNow and Customer Service Management.
Experience supporting Customer Service, Sales Support, Technical Support, or Contact Center units.
Proficiency with Agile/Scrum methodologies and tools.
Technical and Functional Knowledge:
Strong hands-on experience with ServiceNow, particularly in the Customer Service Management module.
Proficiency in managing workflows, business rules, UI policies, and other ServiceNow components.
Deep understanding of customer service processes and case management best practices.
Experience in implementing and optimizing customer service solutions.
Other Skills:
Excellent communication skills with the ability to work effectively with cross-functional teams.
Strong analytical and problem-solving abilities.
Proven track record of managing complex projects and delivering high-quality results.
