Partner with the Aon Service Delivery and CSM teams to deeply understand their requirements. Collect, review, analyze, and manage business, user, and system requirements from Aon stakeholders to create clear, concise, and correct user stories.
Bridge the gap between business and technology ensuring common understanding and alignment of business / technology including functional (for business needs) and non-functional requirements (quality attributes, scalability, interfaces, constraints, etc.)
Convey business requirements and design concepts with models such as gap analysis, use cases, prototypes, etc. as appropriate.
Create, refine, and maintain functional requirements/user stories/use cases and associated deliverables – process flows, test cases, etc. to meet development and stakeholder needs
Enhance initial demand requests, add required collaborators, prioritize, and approve demands in collaboration with stakeholders. Work closely with the developer to assess the effort required and categorize/prioritize the demand accordingly.
Ensure solution design for requests is aligned with platform design standards and best practices and documented accurately in the system. In case of any customization, obtain necessary approvals in the Technical Governance connect and update the Technical Debt Register
Manage and / or execute the UAT process by performing smoke testing, test case validation, and obtaining business approvals on UAT for scheduled deployments. Establish show-back sessions for projects and large demand before go-live.
Effective quality and time management, code review and checklist validation
Colleague is responsible for the overall outcome of the demands, including success and failure. Defects to be tracked to measure outcomes.
Contribute in a collaborative way to the team with information-sharing and cooperation to avoid any conflicts across other demands being managed by the team. All projects and large demands must be communicated within the team as part of Daily stand-up or team meetings
Play governance, advisory role, as well as SPOC for the identified products & portfolios to proactively identify opportunities to enhance business value by using various features of the platform
Ensure proactive reports for subscription usage, demand management effectiveness, are scheduled and sent out to the respective Product owners monthly. Documented roadmap must be shared and updated on an ongoing basis
Preside over the Product/Portfolio/Technical Governance Boards. Meet with the stakeholders regularly to understand their changing business needs and drive adoption. Maintain the minutes in a central tracker (demand management, sprint planning, retrospective, roadmap, innovation opportunities, adoption, user experience, defects, etc.). Share the agenda with stakeholders in advance.
Ensure stability and usability of the platform is maintained across production and non-production environments
Perform proactive platform maintenance at repeated intervals
Lead platform upgrade planning and execution
Resolve technical escalations, including responding to defects
Overall, be the face of Platform for aligned Portfolio stakeholders and ensure successful coordination with requestor and technical teams to ensure successful delivery.
requirements-expected :
6+ years’ Service Now experience supporting the implementation, administration, configuration of the ServiceNow tool.
Administration of a ServiceNow instance including the delegation of groups, workflows, business rules, UI actions, UI policies, ACLs, dictionary, catalog items and updates of all other existing solutions requiring revisions
ServiceNow Experience should include debugging and developing scripting in ServiceNow, tool configuration, design work, technical configuration, & deployment. Specifically, candidates shall possess the skill to develop on the ServiceNow platform including the modification of the core applications such as ITSM, CSM.
Exposure to Platform Maintenance activities like Clone, Upgrade
Excellent communication skills
Experience with CSM/FSO preferred
Stakeholder management will be required as part of this role
