About the role

We are seeking a highly skilled Lead Designer with knowledge of telecom domain and proficiency in ServiceNow specially CSM module. The ideal candidate will have a deep understanding of ServiceNow platform capabilities, business processes, and telecom services.

The mission of Lead Designer is to:

• Collaborate with customers & internal stakeholders to gather and analyze business requirements.
• Elicit, document, and analyze business requirements, processes, and workflows.
• Translate business requirements into clear functional specifications for technical teams.
• Utilize knowledge in ServiceNow CSM module to suggest configuration and customization.
• Coordinate with business stakeholders and ServiceNow dev team to deliver solutions.
• Co-manage the backlog with the Product Owner.
• Collaborate with System Architect to design solutions.
• Serve as primary point of contact for stakeholders.
• Create detailed documentation including business requirements, process flows, use cases, and user stories.
• Participate in system testing and user acceptance testing.
• Identify areas for process optimization and efficiency enhancement.
• Support business on bug and anomalies fixing.

About you

Key Accountabilities:

• Work on ServiceNow – TSM module (combination of ITSM & CSM) for customer and desk migration.
• Design, configure, and customize ServiceNow applications, modules, and workflows.
• Conduct thorough testing and validation of ServiceNow configurations.
• Assist in creation of training materials and conduct training sessions.
• Stay up-to-date with latest ServiceNow features and best practices.
• Participate in ServiceNow-related projects.
• Create and execute business scenarios for solution verification.
• Produce key deliverables throughout project lifecycle.
• Provide technical support during UAT and go live.
• Level 3 support to production issues.

Key Results:

• Proven experience as a Functional expert in ServiceNow implementation.
• In-depth knowledge of ServiceNow CSM module.
• Collaborate to troubleshoot and resolve issues.
• Hands-on experience with ServiceNow workflows, forms, business rules, UI policies.
• Expertise in ITIL framework.
• Excellent communication and interpersonal skills.
• ServiceNow CSM certification is required.
• Ability to present ideas to multiple stakeholders.
• Excellent transversal coordination and leadership skills.
• People management experience is preferable.
• Working experience in SAFe, Scrum and Jira.
• Telecom domain knowledge is mandatory.
• Certification in Business Analysis and Scrum is an advantage.

What we offer

• Global Opportunities: Work in multi-national teams.
• Flexible Work Environment: Hybrid ways of working.
• Professional Development: Training programs and upskilling.
• Career Growth: Internal growth and mobility within [Employer hidden — sign up to reveal].
• Caring and Daring Culture: Health and well-being programs.
• Reward Programs: Employee Referral Program, Change Maker Awards.

Only your skills matter. [Employer hidden — sign up to reveal] is an equal opportunity employer. Apply now at this link.