Process Manager - Service Now

Choosing Capgemini means choosing a company where you will be empowered to shape your career in the way you’d like, where you’ll be supported and inspired by a collaborative community of colleagues around the world, and where you’ll be able to reimagine what’s possible. Join us and help the world’s leading organizations unlock the value of technology and build a more sustainable, more inclusive world.

Your Role

• As a ServiceNow Manager, you will play a crucial role in transforming client BPO/GBS/SSC query-related processes. Your responsibilities will include:
• · Leading the transformation (BPO/GBS/SSC ) of client processes in Customer Service Management, HR, Finance, and other areas. Finance, HR and other areas including customer service management.
• · Providing recommendations on the "To Be" Connect to Resolve (C2R) model to meet global, best-in-class standards.
• · Offering guidelines on the technology setup to meet the requirements of the transformed C2R model for specific service lines.
• · Preparing user stories and use cases to define requirements for system adjustments.
• · Creating process maps for C2R, supported with roles and responsibilities (RACI), and defining SLA and KPIs.

Your Profile

• · Practical knowledge of the ServiceNow platform in areas such as Finance and Control, Customer Service, Vendor Management, Communication, Sourcing and Procurement, Audit Risk and Compliance and HR.
• · A deep understanding of Connect to Resolve/Query to Resolve processes.
• · Experience in analyzing and understanding business needs and managing ServiceNow requirements.
• · A proven track record of working with IT, developers, and operations to deliver agreed outcomes/products/requirements in ServiceNow.
• · The ability to translate requirements into a compelling business case.
• · Knowledge of different Service Delivery Models (GBS/SSC/BPO/hybrid/BOT, etc.).
• · Any general process knowledge in AP/AR/GL/MDM (others are an advantage).
• · Fluency in English (additional languages such as French and/or German are a plus).

What you’ll love about working here?

• Flexible and dynamic work environment involving teams spread across different global locations;
• Communities with shared interests and identities, all working together to advance diversity, equity and inclusion within the workplace and society;
• Do you want to learn more? You will have access to various training programs and platforms (e.g.: content provided by Pluralsight, Harvard and Coursera);
• Attractive benefits package (meal tickets, medical services, Benefit online, Employee Share Option Plan).

Capgemini Romania is an equal opportunity employer. We promote equality and dignity in all aspects of recruitment and employment, and all offers of employment and promotions are made on the basis of performance, competence and ability.

About Capgemini