ServiceNow (Silva) Expert Lead

4 semanas atrás


Lisboa, Lisboa, Portugal AXA Group Tempo inteiro

Main Responsibilities

As a ServiceNow (Silva) Expert Lead, 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.

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.

Requirements

You will have relevant experience in solution design, managing functional aspects, and requirements. You will also have expertise in ServiceNow, including Script Includes, Business Rules, UI Actions, and UI Policies. Additionally, you will have knowledge of XML, CSV, WSDL, Web Services, and other relevant technologies.

About AXA Group

AXA Group is a world-leading insurance company that acts for human progress by protecting what matters. We have 153,000 employees in 54 countries working with 105 million customers. We are committed to inclusion and diversity, nurturing a culture of respect for each other, our customers, and the communities around us.



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