Overview
Skills
Job Details
ServiceNow Product Owner/Process Owner (U.S.C Only)
6+Months
Dallas, TX (Remote)
*Only accepting U.S.C citizen
Role Summary:
The ServiceNow Knowledge Management Lead is tasked with the primary duty of overseeing and advancing the Knowledge Management procedures within the corporation. This professional is the custodian of the Knowledge Management framework and serves as the focal point within the ITSM and HR Service Delivery divisions.
Key Responsibilities:
- Shape and propel the Knowledge Management strategic roadmap to align with organizational objectives.
- Conduct ongoing evaluation of the ServiceNow platform within ITSM and HRSD realms to spot potential for technological advancements and integration that may influence or optimize existing methodologies.
- Manage and nurture cooperative interactions between the Knowledge Management workflow and auxiliary processes, ensuring a synergetic relationship with the platform team as well as other process managers and stewards.
- Liaise intimately with the Change Management Enablement crew to guarantee the dissemination of pertinent updates or upgrades to Knowledge Management (ServiceNow) throughout the RTX Enterprise, thereby facilitating the smooth launch and adoption of the Knowledge Management Standard Operating Procedures.
Essential Duties:
- An authoritative presence in Knowledge Management, steering the procedure to align with the enterprise's needs.
- Serves as a bridge, coordinating with process leads and the platform crew to integrate cohesive enhancements and updates.
- Actively collaborates with the Change Management Enablement squad to communicate Knowledge Management shifts and improvements for cohesive enterprise-wide rollouts.
Key Duties and Responsibilities:
• Possess in-depth familiarity with the ServiceNow platform, and specifically its Knowledge Management module
• Engage with divisional leadership to distill and address their Knowledge Management requisites, ensuring aligned technical solutions
• Diagnose inconsistencies, inefficiencies, redundancies, or overlaps, proffering strategic advice for a synchronized Knowledge Management landscape across divisions
• Construct and maintain comprehensive process documentation for Knowledge Management practices
• Sustain continuous dialogue and collaboration with internal partners, development contingents, process champions, and business patrons
• Establish KPIs, success benchmarks, and performance metrics reflective of Knowledge Management goals
• Interface with business stakeholders and experts to decode their process issues and necessities
• Capable of comprehending the ServiceNow platform's technical and business dimensions holistically
• Guide delegated initiatives to successful completion
• Document detailed current and future process needs and system mandates
• Frame objectives through scrutinizing business functions, procuring information, and appraising output requisites
• Aid the collective team in realizing common or related objectives as warranted
• Identify potential risks by liaising with ITIL process and technical leaders
• Undertake comprehensive system testing end-to-end
• Advocate ITIL methodologies and foundational principles
• Advocate Agile methodologies and principles
• Act as a Subject Matter Expert for ServiceNow Knowledge Management
Professional Expertise:
• At least 8 years of professional engagement with the ServiceNow platform
Educational Credentials:
• A Bachelor's degree or equivalent experience with a background spanning no less than 8 years in ServiceNow platform utilization
• Alternatively, an advanced degree with at least 5 years of relevant experience
Desirable Credentials and Proficiencies:
• ServiceNow Certified System Administrator
• ITIL Certified Professional
• SAFe Certified Practitioner (Scaled Agile Framework)
• Versed in project management across varying scales of enterprise projects
• Competent in engaging with diverse organizational echelons
• Proficient in advanced analytical, conceptual, and critical thinking abilities
• Background in Agile software development practices with exceptional communicative competencies
• Astute in time stewardship, with a flair for managing concurrent scope categories