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ServiceNow (Silva) Technical Lead Expert
Há 1 mês
Main Responsibilities
As a ServiceNow (Silva) Technical Lead Expert, you will be responsible for managing the design activities on BAU and Enhancements, working closely with dedicated Business Analysts. You will identify opportunities for new products, add-on services, or Silva application requirements and share them with the Product Development team. Additionally, you will provide solution communications, including monthly release notes and demo organization.
Silva Adoption
You will support the Silva Framework adoption, promoting the use of Silva Processes, Roles, and Organization. You will also promote the adoption of the BAU Model post-Silva deployment, focusing on best practices for raising Silva Tickets through the Portal and reducing email communication related to ticket follow-ups.
Supporting Customer Satisfaction
You will build customer confidence in Silva by ensuring that SLAs for Silva Incidents and Requests are met, enhancements are delivered on time, and pain points related to Silva are addressed. You will also act as an escalation point for BAU and Enhancement tickets, liaising with the Silva Demand Manager and BAU Manager to ensure client expectations are understood and followed up on.
Your Profile
You will have relevant experience in solution design, managing functional aspects, and requirements. You will be able to understand various functional contexts in the field of IT Service Management and act as a subject matter expert on owned products/processes. You will also have expertise in animation, prototyping, research, visual, and interaction sketching into epics, user stories, and specifications.
About AXA Group Operations
AXA Group Operations is a catalyst for the transformation of AXA into a sustainable tech-led company. We set the tone by triggering and empowering the evolution of our insurance business model through technology and innovation, driving its concrete implementation globally at speed, with a high quality of advisory and execution.
What We Offer
We bring together the expertise, cultural diversity, and creativity of over 8,000 employees worldwide, committed to equal opportunities in all aspects of employment and promoting Diversity & Inclusion. We create a work environment where all employees are treated with dignity and respect, and individual differences are valued.
