ServiceNOW ITSM Subject Matter Expert in Constanţa

Leadership (regular) Business Analysis (regular) ITIL (advanced) ServiceNow (advanced) The Volvo Group is one of the world’s leading manufacturers of trucks, buses, construction equipment and marine and industrial engines under the leading brands Volvo, Renault Trucks, Mack, UD Trucks, Eicher, SDLG, Terex Trucks, Prevost, Nova Bus, UD Bus and Volvo Penta.Volvo Group IT manages the Group’s overall IT strategies and plans and has the end-to-end responsibility for all development, delivery, support of IT solution and services for the Volvo Group.We are more than 6000 people based in 36 countries working in a completely global organization. We are a team of highly skilled professionals who work with passion, trust each other and embrace change to stay ahead. We make our customers win.About the Quality & Runtime PracticesGroup IT Quality & Security Management  is a new function driving and supporting Quality cross Group IT. The mission of Group IT Quality & Runtime Practices is to:Improve the Quality of IT solutions and services delivered by Group IT to the Volvo GroupDevelop and drive the Quality and Continuous Improvement strategy for Group ITDrive runtime ITIL process development and associated tools for Group ITSupport and be the interface of delivery teams for Quality and Runtime practicesIn collaboration with the Center of Excellence Development Practices, support Quality improvement in one-time areaWe are now looking for ServiceNOW ITSM Subject Matter Expert within IT Service & Asset Management.  In this role you will be part of a global team and you will be reporting to ITSM Practice Center Manager within IT Quality&Security Management. As Subject Matter Expert in a global context you will actively contribute in securing the end user, business and IT requirements for ITSM ServiceNOW solution and support the full utilization of the solution. You will interact with business stakeholders regarding solution requirements as well as technical specialists from external partner concerning technical details of proposed improvements and enhancements. It includes both one time and runtime deliveries in application management context.You will work closely within Volvo with ITIL Process Leads, Business Process Developers, ITSM Design Authority, which includes Enterprise Architects and with technical specialists within external partner. You will also be responsible for knowledge sharing.ResponsibilitiesSupport ITIL Process Leads in collecting and evaluation of business requirement, roll out needs etc.Contribute to the establishment of the solution delivery planDefine authorization rules for application access and manage application accessContribute to Process & Solution Key User networkSecure solution competence for functional application supportPropose prioritization of changes in the solution like error corrections and change requestsPropose the release plan for the solution including new development in line with business prioritiesDefine and decide which business functionality, or information integrity tests to be part of a user acceptance test and secure that user acceptance test will be performedMake sure that training needs are identified and training plan is secured for the solution including complete training materialCommunicate enhancement estimates to the manager of the business solution portfolio, Process Manager or equivalentIdentify improvement needsRequired competenciesAt least 5 years of experience in working for an IT delivery organizationAt least 2 years of experience in Agile implementation of ServiceNow ITSM for up to N-2 releasesAt least 1 year of total experience in requirements gathering or as business analystDeep knowledge of NOW platform from both end-user and new development perspective, up to date with new and enhanced featuresITIL ExpertProven leadership skills with minimum 2 years of leadership experienceStrong ability to manage in a complex and scattered environmentDedication to increasing quality and effectivenessExperience in collaboration with external suppliersGood business understanding or proven ability to learn fastAbility to drive change, active participation in roll-outsExcellent communication & presentation skills are a requirementService, project and results-orientation, with strong analytical and problem solving skillsProven experience in establishing vision, driving change and delivering the resultsProficiency in EnglishNice to haveExperience with implementation of ServiceNow Discovery and ServiceNow Service MappingBABOK v3 certified – IIBA ECBA or higherHands-on experience with ITIL Continual Service Improvement process design and implementation via ServiceNow CIMHands-on experience with KPI Composer and Performance Analytics