Service Request & Problem Management Process Owner
Core
End-to-end design, governance, and continuous improvement of GBS ticket management processes across ServiceNow applications, ensuring efficient service request and problem management.
Role type
GBS Service Request & Problem Management Process Owner
Builds
GBS operating model with embedded self-service, GenAI chatbots, and knowledge management capabilities
Domain
Global Business Services (GBS) / IT Service Management (ITSM)
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
GBS operations, ServiceNow optimization, shift-left initiatives, data analysis, stakeholder influence, cross-functional collaboration, continuous improvement
Preferred skills
Automation, AI/chatbot enablement, self-service enablement
Technologies
ServiceNow, Virtual Agent, Employee Center, HRSD, Finance Case Management, S2P, ITSM
Responsibilities
Own and govern Service Request, Case, and Problem Management processes; Define and maintain process standards and workflows; Monitor SLAs and service performance; Lead problem management practices for root cause analysis; Partner with service tower leads on ticket categorization and resolution; Collaborate with automation teams to optimize workflows; Drive shift-left initiatives; Conduct trend and data analysis for continuous improvement.
Seniority
Mid-Senior, hands-on IC
