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SIAM Product expert – End User Experience

Location: Wrocław, DS, Poland
Job ID: R0048598
Date Posted: May 24, 2024
Segment: Green Energy & Mobility
Business Unit: Hitachi Energy
Company Name: HITACHI ENERGY SERVICES SP. Z O.O.
Profession (Job Category): IT, Telecom & Internet
Job Type (Experience Level): Experienced
Job Schedule: Full time
Remote: Yes

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Description

The Service Integration Department manages multiple supplier services and integrates them into single business facing IT organization. It strives to achieve the strategic imperatives by using a highly responsive product-centric organization and assures provision of an outstanding and consistent IT service and user experience. It owns ServiceNow Platform and Service Management Process Framework as the core of a fit-for-purpose IT application and technology landscape and ensures effective governance and orchestration of service delivery in line with Hitachi Energy IT Operating Model.

The successful candidate will drive projects and continuous improvements in the area of end user experience. They will cooperate with product owners and products’ virtual squats. That way they will contribute toward creation and deployment of industry benchmark SIAM services across IT (infrastructure, platform and applications, and security services) and beyond, that it across the enterprise integrating support functions and business units.

We are looking for an individual that has a deep understanding and experience in managing End User experience based on ServiceNow front-end capabilities including portals, virtual agent with GenAI, catalogues etc.

Responsibiities:

  • leading projects, initiatives, and continuous improvements in the area of end user experience, predominantly based on ServiceNOW front-end capabilities

  • driving the End User experience - centric culture across enterprise, specially within IT teams of Service Integration, Infrastructure, Platform and Applications, and Security.

  • mapping end user journeys and identifying improvement areas

  • cooperating with products owners and products’ virtual squats, as well as service owners and managers to assure prioritization and securing the implementation means for above-mentioned items

  • day-to-day governance of employee portals, catalogues and other means of communication to end users

  • when required and possible improving the end user experience by fixing or having fixed the data issues, flaws in flows, redundancies in inquiries, suboptimizations etc.

Background:

  • ServiceNOW experience and/or certifications

  • Strong End User Experience background and natural user empathy are key work requirements

  • Strong ownership demonstrated with a success track over previous assignments

  • Fluent written and spoken English is a must

  • Understanding of corporate structures used to manage IT and platforms

  • Ability to work in Agile and/or DevOps environment

  • For your advantage - knowledge of CSDM (Common Service Data Model) practical experience would be a benefit

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