United States Job Openings
Manpower Internal
Service Now Consultant - Contract - 0032565
CONTRACT
December 3, 2024
The Service Now Consultant requires a blend of technical expertise in the Service Now platform as well as the ability to design and implement future state solutions. The position involves assessing current state, creating requirements, and helping design and implement platform improvements to our internal staff and external customer interfaces to drive higher customer satisfaction and enable more efficient self-service. The consultant will use his/her technical expertise to assess current workflows, gather and translate business requirements into technical specifications, conduct workshops with stakeholders, and stay updated on platform best practices. The role also focuses on aligning solutions with strategic goals, analyzing current processes, and building organizational expertise in Customer Service Management (CSM).
- Successfully launch updates to NA Business Operations Employee Center that measurably improve Brand feedback. Partner with GT on business requirements, UI, workflow design, test groups, etc.
- Transition Manpower Field Care from ITSM to CSM, determining solution for ITSM->CSM workflows between BO and technology.
- Improve SNOW interface within Manpower website & App; and Experis Consultant Portal to be talent facing & intuitive.
- Conduct workshops with internal users and external vendor experts (local SNOW team) to gather VOC, business/functional requirements, and align those with SNOW technical capabilities.
- Translate business requirements into technical specifications. Stay updated on latest SNOW best practices and tools that boost efficiency (i.e. chat).
- Design & implement solutions that align with GT & NA BO strategy
- Perform in-depth analysis of current Business Operations SNOW ticketing processes and workflows and recommend suitable process & system solutions.
- Bring & build expertise in CSM specifically.
- Milwaukee HQ or Remote
- Meeting with key internal stakeholders (Business Operations, Brands, Global Technology, North America Technology)
- Meeting with key external stakeholders (i.e Service Now team)
- Documenting current workflows and recommending improvements
- Creating requirements for the highest impact interface updates for internal & external customers
Required
- Specialized Expertise in Service Now products, specifically – ITSM, CSM, and Employee Center
- 5+ years experience in Service NOW (preferably as product owner) with 2+ years hands on experience with CSM
- Experience assessing, and recommending tailored, configured SNOW solutions that measurably boost customer satisfaction and internal productivity
- Familiar with Service Now’s latest features & functionalities
- Education: High school diploma
- Education: Bachelor’s degree
- Service Now Certified System Administrator (CSA)
- Service Now Certified Implementation Specialist (CIS) – CSM preferred
- Experience with Agile/Scrum
Manpower Group is proud to be an equal opportunity affirmative action workplace. We celebrate diversity and are committed to providing an inclusive environment for all employees. Qualified applicants will receive consideration for employment without regard to race, religion, creed, color, national origin, citizenship, marital status, pregnancy (including childbirth, lactation and related medical conditions), age, gender, gender identity or expression, sexual orientation, protected veteran status, political ideology, ancestry, the presence of any physical, sensory, or mental disabilities, or other legally protected status.
A strong commitment is made by each employee and is necessary to ensure equal employment opportunity for all. Manpower Group is an inclusive workplace that will recruit, hire, train, and promote persons of all job titles, and ensure all other personnel actions are administered without regard to non-merit-based characteristics of individuals.
Reasonable accommodation during the interview process can be provided. Contact talentacquisition@manpowergroup.com for assistance.
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