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DXP ServiceNow User Experience Catalyst

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Roche

2mo ago

  • Job
    Full-time
    Senior Level
  • Software Engineering
    IT & Cybersecurity
  • Hyderabad, +1
    Remote

AI generated summary

  • You need a degree in Computer Science or IT, 5+ years in a similar role, ITIL knowledge, ServiceNow certs, Agile experience, and strong interpersonal skills; flexibility for off-hours work is essential.
  • You will manage ServiceNow modules, lead catalog and knowledge management, collaborate with DevOps, oversee delivery processes, prioritize backlogs, and drive continuous improvement initiatives.

Requirements

  • You hold a bachelor's degree in Computer Science or IT Background and 5+ years of experience in a comparable position supporting similar products in a multinational environment, mainly in a virtual setup
  • Solid understanding of ITIL Incident, Problem, Request, and Knowledge Management processes, with good knowledge of other ITSM processes
  • Good experience in supporting the management of business applications hosting the ITSM processes in scope
  • Intermediate knowledge of ServiceNow; ServiceNow Admin Certification (CSA) and CAD (Certified Application developer in ServiceNow) is highly advantageous
  • Knowledge of ServiceNow CSM (Customer Service Management) case management will be an added advantage
  • Experience working within Scrum and Agile frameworks; exposure to a scaled agile framework is a plus
  • Strong interpersonal skills to interact and communicate effectively with Informatics/Finance & Procurement staff across multiple countries and cultures
  • Flexibility to work outside of business hours if required
  • Solid coordination, organisational, and communication skills
  • Strong verbal and written English skills; additional languages are an asset

Responsibilities

  • As a ServiceNow User Experience Catalyst, you will be responsible for the operational management of ServiceNow modules (e.g., ITSM, CSM), ensuring end users and process performers efficiently utilize these solutions in their day-to-day tasks.
  • You will lead and provide consultancy and governance on catalog management and knowledge management, while also guiding and mentoring the existing team.
  • This role requires a blend of development, operational support, and team leadership skills.
  • Additionally, you will collaborate closely with the DevOps team to develop solutions as needed, ensuring seamless integration and alignment with organisational goals.
  • To streamline the development pipeline, enhance continuous integration/continuous deployment processes, and improve overall delivery efficiency.
  • Works closely with developers to prioritize and manage the story backlog, ensuring alignment with business goals and customer needs.
  • Takes part in sprint ceremonies (like sprint planning, daily stand-ups, and retrospectives) to facilitate collaboration and continuous improvement.
  • Oversees the end-to-end delivery process, from story prioritization and refinement to release, ensuring stories are delivered with high quality and meet the Definition of Done.
  • Partners with cross-functional teams to optimize workflows and remove impediments, ensuring a smooth and efficient delivery process.
  • Leads efforts to implement continuous improvement and agile methodologies to enhance customer experience and business outcomes.

FAQs

What is the primary focus of the DXP ServiceNow User Experience Catalyst position?

The primary focus is on the operational management of ServiceNow modules, ensuring that end users and process performers efficiently utilize these solutions in their daily tasks while providing consultancy and governance on catalog and knowledge management.

What qualifications are required for the role?

A bachelor's degree in Computer Science or an IT background and 5+ years of experience in a comparable position supporting similar products in a multinational environment are required.

Is ServiceNow certification necessary for this position?

Intermediate knowledge of ServiceNow is required, and possessing ServiceNow Admin Certification (CSA) and Certified Application Developer (CAD) certifications is highly advantageous.

What methodologies does this role involve?

The role involves working within Scrum and Agile frameworks, and experience with scaled agile frameworks is a plus.

What are the main responsibilities of a DXP ServiceNow User Experience Catalyst?

Responsibilities include leading operational management of ServiceNow, guiding catalog and knowledge management, collaborating with the DevOps team, prioritizing and managing story backlogs, and implementing continuous improvement and agile methodologies.

What skills are essential for effective communication in this role?

Strong interpersonal skills for interaction with Informatics/Finance & Procurement staff across multiple countries and cultures, along with solid coordination, organizational, and communication skills, are essential.

Is there a requirement to work outside of regular business hours?

Yes, there is flexibility required to work outside of business hours if necessary.

Where is this position based?

The position is based in Chennai or Hyderabad or Kuala Lumpur.

Does Roche offer equal employment opportunities?

Yes, Roche is an Equal Opportunity Employer.

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Roche

Doing now what patients need next.

Science & Healthcare
Industry
10,001+
Employees
1896
Founded Year

Mission & Purpose

Roche is a global pioneer in pharmaceuticals and diagnostics focused on advancing science to improve people’s lives. The combined strengths of pharmaceuticals and diagnostics under one roof have made Roche the leader in personalised healthcare – a strategy that aims to fit the right treatment to each patient in the best way possible. Roche is the world’s largest biotech company, with truly differentiated medicines in oncology, immunology, infectious diseases, ophthalmology and diseases of the central nervous system. Roche is also the world leader in in vitro diagnostics and tissue-based cancer diagnostics, and a frontrunner in diabetes management. Founded in 1896, Roche continues to search for better ways to prevent, diagnose and treat diseases and make a sustainable contribution to society. The company also aims to improve patient access to medical innovations by working with all relevant stakeholders. Thirty medicines developed by Roche are included in the World Health Organization Model Lists of Essential Medicines, among them life-saving antibiotics, antimalarials and cancer medicines. Roche has been recognised as the Group Leader in sustainability within the Pharmaceuticals, Biotechnology & Life Sciences Industry ten years in a row by the Dow Jones Sustainability Indices (DJSI).