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Job Reference:

b1a113a1bb81

Job Views:

21

Posted:

23.01.2025

Expiry Date:

09.03.2025

Job Description:

Description

The Service Integration Department manages multiple supplier services and integrates them into a single business-facing IT organization. It strives to achieve strategic imperatives by using a highly responsive product-centric organization and assures the provision of outstanding and consistent IT service and user experience. It owns the ServiceNow Platform and Service Management Process Framework as the core of a fit-for-purpose IT application and technology landscape and ensures effective governance and orchestration of service delivery in line with the Hitachi Energy IT Operating Model.

The successful candidate will drive projects and continuous improvements in the area of end user experience. They will cooperate with product owners and product virtual squads, contributing to the creation and deployment of industry benchmark SIAM services across IT (infrastructure, platform, applications, and security services) and beyond, integrating support functions and business units.

We are looking for an individual with a deep understanding and experience in managing End User experience based on ServiceNow front-end capabilities including portals, virtual agent with GenAI, catalogues, etc.

Responsibilities:

1. Leading projects, initiatives, and continuous improvements in the area of end user experience, predominantly based on ServiceNow front-end capabilities.
2. Driving the End User experience-centric culture across the enterprise, especially within IT teams of Service Integration, Infrastructure, Platform and Applications, and Security.
3. Mapping end user journeys and identifying improvement areas.
4. Cooperating with product owners and product virtual squads, as well as service owners and managers to assure prioritization and secure implementation means for the above-mentioned items.
5. Day-to-day governance of employee portals, catalogues, and other means of communication to end users.
6. When required and possible, improving the end user experience by addressing data issues, flaws in flows, redundancies in inquiries, and suboptimizations.

Background:

1. ServiceNow experience and/or certifications.
2. Strong End User Experience background and natural user empathy are key work requirements.
3. Strong ownership demonstrated with a successful track record over previous assignments.
4. Fluent written and spoken English is a must.
5. Understanding of corporate structures used to manage IT and platforms.
6. Ability to work in an Agile and/or DevOps environment.
7. Knowledge of CSDM (Common Service Data Model) practical experience would be an advantage.

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