Process Lead

Summary of role:
A passionate and results-oriented process lead with a minimum of 5 years of experience in designing, implementing, and optimizing ServiceNow solutions for improved IT service delivery. Proven ability to collaborate with clients to understand their needs and translate them into customized ServiceNow configurations. Expertise in ITSM methodologies (ITIL) and a strong track record of achieving successful project outcomes.

**Responsibilities & Activities**:

- Analyze client's current ITSM processes and challenges to recommend the most suitable ServiceNow modules (ITSM, ITOM, CSM).
- Run design workshops to help business analyst gather stories.
- Design workflows and configure the ServiceNow platform to automate tasks and streamline service delivery.
- Develop and deliver training programs to ensure users can effectively utilize the new ServiceNow system.
- Provide ongoing support, monitor system performance, and collaborate with clients to optimize their ServiceNow environment based on usage data.
- Supports the defect and enhancement processes with the Product/Process Owner, including validation and prioritization of defects and enhancements.
- Assists with UAT execution if appropriate.
- Supports process walk-through for training development.

**Core Competency**:

- In-depth knowledge of ServiceNow as foundation. Should be well-versed in core ServiceNow modules (ITSM, ITOM, CSM) and their functionalities.
- Understanding of integrations with other systems is a plus.
- Familiarity with established ITSM frameworks like ITIL (v4/v3) is essential. Being able to translate these frameworks into practical ServiceNow configurations is key.
- A strong understanding of core IT service management processes like incident, problem, change, and service request management is crucial.
- Experience with workflow automation tools and scripting languages used within ServiceNow is valuable.

**Business Acumen**:

- The ability to analyze a client's current ITSM practices, challenges, and business goals is vital for recommending the right solutions.
- Should be able to translate client needs into tailored ServiceNow configurations that optimize workflows and address their specific pain points.
- Demonstrate an understanding of how ServiceNow implementations can lead to cost savings, increased efficiency, and improved service delivery.
- The ability to define and track relevant metrics to measure the success of the implemented ServiceNow solution is essential.

Our culture and benefits: DXC is committed to building better futures for our customers, colleagues, environment, and communities. We take care of each other and foster a culture of inclusion, belonging and corporate citizenship. We put this to action developing and implementing societal initiatives within our Social Impact Practice. #WeAreDXC

As an employer of choice, our “people first” philosophy means we offer competitive remuneration, benefits, training and career opportunities that reflect our commitment to improving the lives of our employees, and the communities in which we live and work. Some of these include;
- Extensive resources to support your onboarding and continual development including DXC University
- DXC Recognition, our global virtual platform that fosters a culture of appreciation and celebration with real-time reward and recognition
- We know that great people refer great people. We will reward you when you bring your friends and family to work at DXC
- More time to do the things you love with flexible leave options, including purchased leave
- Take time to give back with charitable and emergency services volunteer days
- Well-being matters to us and our Employee Assistance Program is there to support you and your family