ServiceNow (Silva) Engineer Lead Expert

4 meses atrás

Lisboa, Portugal AXA Group Tempo inteiro

Main Activities

Manage the Design activities on BAU and Enhancements along with the dedicated Business Analysts (5 people). Identify the opportunity of any new product, add-on services or any other Silva application requirement & share with Product Development team. Provide the solution communications ( the monthly release note communication, demo organization).

Silva Adoption

Support the Silva Framework adoption (Silva Processes, Silva Roles, Organization etc.).  Promote the adoption of BAU Model post Silva deployment: Best practices to raise the Silva Tickets through the Portal. Decrease the email communication related to ticket follow-ups (Make use of Channels - Tickets / Community). Prepare and steer the Silva Monthly Release Meeting: Identify with the Business Analysts the enhancements impacting our customers; explain & detail the rational and impact on users Manage the daily and operational activities to ensure the BAU enhancements deliveries (3 to 4 Business Analyst to coordinate). Act as a main Solution Design representative into the Silva Leads weekly meeting. Support the ALM process adoption & improvement (Demand module). Support the AGO Programs & initiatives (MDM, Data Clean Up, ITSM process improvements).

Support Customer Satisfaction

Build customer confidenceon Silva, focusing on customer satisfaction, by ensuring the following: The SLAs for Silva Incidents and Silva Requests assigned to the Solution Delivery team are being met. The enhancements are delivered on time, ‘Target Delivery’ date is being honored. The pain points related to Silva are being addressed. Identified training needs related to Silva are being addressed. Act as an escalation point for BAU & Enhancement tickets. In case of any escalations, liaise with Silva Demand Manager & BAU Manager to ensure that the client expectations are well understood and follow up till the delivery is done as per the agreed timeline. Inform the customer on ticket resolution. Attend BAU and ENH meetings with regions (lead by respectively BAU Manager and Demand Manager). Also, engage with rights people / Business Analysts in case of any other escalations. Act as a Technical Subject Master, to support developers, business analyst & BAU support teams, before it goes to the Solution Architect. Identify bottleneck, impediments, matter for improvement and come up with a proposal on mitigation plan / corrective action. Engage with Silva Leads on regular basis, to understand the pain areas & note the open items. Attend to meetings with customers. Meeting frequency & agenda can be dependent on the ticket volume. Define the quality parameters associated with client satisfaction. Support the Silva Demand Manager & the Silva Customer Success Manager. Silva Customer Satisfaction Survey to be sent to OpCo members, Key Users and other Key stakeholders once / twice a year.
Your Profile

Skills and Experience

Functional and Technical Competencies:

Understand the design guiding principles with proper alignment with AXA Design main guidelines. Relevant experience in solution design, managing functional aspects and requirements. Ability to understand various functional contexts in the field of IT Service Management. Act as a subject matter expert on owned product / process: translate business requirements and conceptual ideas into sketching rationale. Expertise required is mix of animation, prototyping, research, visual and interaction sketching into epics, user stories & specifications.

Functional and Technical Background:

Ability to manage proper alignment with the client. Help sketching and deployment of Silva products in a cost-effective way by analysing, defining and documenting the requirements fulfilling business needs (detailed specs). Measure the impact of the required functionality on the existing data & processes. Manage proper alignment with Development team and testing team. Understand and challenge the prototyping & coding (able to provide the code to the dev team and challenge the ones provided). Understand functional requirements and propose product features, validate technical specifications, oversee development, validate that the product answers business needs and provide functional support over the solution. ITIL & ServiceNow Certifications would be a plus. The prerequisite for this position would be below ServiceNow trainings:  Sys Admin Sys Admin Advanced Scripting Orchestration Knowledge of XML, CSV, WSDL, Webservice Rest & Soap, X509, EIP, Hubs. Knowledge of Event, Orchestration, Discovery, Service Mapping, AIOps, CSDM, SecOps, GRC, HR Service Delivery, ITSM, ITOM, ITBM, Integrations with third party tools. Past experience in development using Script Includes, Business Rules, UI Actions, UI Policies, UI Scripts, UI Macros, Client Scripts, Workflows, Catalog forms, Email Notifications, Import Sets, MID Server, Integrations, Web Services etc.
About AXA

As a world-leading insurance company, we act for human progress by protecting what matters. With 153,000 employees in 54 countries working with 105 million customers, we’ve created a truly dynamic and vibrant community. Inclusion and diversity link closely with our values, and together we’re nurturing a culture of
respect, for each other, for our customers and the communities around us. Join AXA and you’ll feel like you belong, are included and can thrive. You’ll be able to shape the way you work and truly grow your potential as you seek out new opportunities, push boundaries and benefit people in critical moments of their lives. This is your chance to build the tomorrow you want. Know you can.


About the Entity

AXA is becoming a sustainable tech-led company and at AXA Group Operations we are one of the major catalysts for this transformation. 

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.

We are present across 17 countries with committed, highly qualified teams. We leverage technology, data, sourcing, security and investment allocation in a global way, but also achieve economies of scale and synergies when necessary.

At AXA Group Operations, we want to be recognized in three fields of action:

State-of-the-art Data Technology to drive customer experience State-of-the-art Procurement & Sourcing to drive efficiency and better manage risks High-Performing Global Team for stronger partnerships with AXA entities 
What We Offer

We bring together the expertise, cultural diversity and creativity of over 8,000 employees worldwide and we’re committed to equal opportunities in all aspects of employment (gender, LGBT+, disabled persons, or people of different origins) and to promoting Diversity & Inclusion by creating a work environment where all employees are treated with dignity and respect, and where individual differences are valued.

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