Associate Director - ESM

Overview The ESM Lead for S&T Commercial serves as a functional representative to ensure Commercial is built into Service Now. The role is responsible for gathering the requirements for S&T Commercial, partnering with IT and Service Now to build the requirements, and overseeing the tool on an ongoing basis. Additionally, to Service Now architecture and implementation this role is responsible for building and managing globally consistent S&T Commercial capability taxonomy and service catalog and designing of the best delivery model for S&T Commercial. Responsibilities Service Now Responsibilities Represent, maintain, and prioritize all S&T Commercial functional requirements for implementation in ServiceNow including Service Portfolio Management, Service Modelling and workflow design, Service Catalog Management. Manage and prioritize ongoing backlog of service related requirements and enhancements. Deliver a modular approach to Service Now functionality, ensure user friendly and intuitive solutions Represent S&T Commercial perspective on the design, development and implementation of enterprise services engagement layer (SNOW Portal) and provide input into the unified employee experience design – including issue management, service catalogue, user interface, functional descriptions, taxonomy etc. Own/represent the channel strategy for functional delivery including self-solve, self-service and requestable services Drive S&T Commercial design for new services, request routing and workflow, resolver team composition etc. Build and manage the S&T Commercial Service catalog, to represent outside in view, a customer centric interpretation of services; Drive cross capability consistency in service management /service delivery/service reporting Analyze service related performance data to drive continual service improvement with service owners Functional Responsibilities Be the spokeperson for S&T Commercial in the broader Service Now to ensure Commercial needs are met and the impact of decision made in the configuration phase is transparent for the team. Collaborate with S&T Commercial Capability leads across locations and functional design leads to ensure two way communication between the function and service now team (feedback and requirenments) Steward design of the best delivery model for S&T Commercial in partnership with Commercial Transformation Leader and Capability teams. Play a critical role in change management process to drive adoption of Service Now solutions Support S&T Capability Leads on communication related to launch and adoption of service Now platform within the function. Qualifications Experience with IT platforms including design, configuration, development and implementation Strong commercial analytical and technical acumen (IT/digital savy) 7-10 years of experience in project management, reporting & analytics Sound knowledge of technical knowledge (SAP, IRI/Nielsen, Tableau, MS Office and Other Consumer/Customer data reporting systems) Strong understanding of business processes related to Commercial Exceptional communication skills. Proficiency in English language Ability to work collaboratively and proactively with multi-functional teams Differentiating competencies: Strong analytical acumen Experience working on global projects or implementations