Service Operations Systems and Process Lead

Conferma Limited; Greater Manchester; Hybrid; GBP 40,000 - 65,000; Full time

Job summary

An established industry player is seeking a Service Systems and Process Lead to optimize operations and enhance customer satisfaction. This role involves administering the ServiceNow platform, managing performance reporting, and driving continuous improvement initiatives. The successful candidate will work closely with various teams to develop processes and ensure excellent customer experiences. Join a dynamic environment where your contributions will significantly impact service delivery and operational excellence.

Qualifications

• Experience in administering ServiceNow and managing performance reporting.
• Strong background in process management and stakeholder engagement.

Responsibilities

• Administer the ServiceNow platform and manage process documentation.
• Collaborate with teams to enhance KPIs and customer satisfaction.

Skills

ServiceNow Administration

Performance Reporting

Stakeholder Engagement

Process Management

Customer Service

Education

Bachelor's Degree in Business or IT

Tools

ServiceNow

Job description

The Service Systems and Process Lead at Conferma is responsible for:

Within Conferma, we have three operations teams forming the Operations function: a multi-site 24x7 Service Desk, an Invoice Reconciliation team (multi-site), and an Onboarding and Customer Success team. All teams utilize ServiceNow and other proprietary systems to operate and manage performance.

The operations function has recently undergone a transformation, implementing the platform-as-a-service (PaaS) provider ‘ServiceNow’ along with processes, policies, and performance management reporting, which are still being embedded and optimized.

The successful candidate will be responsible for administering the ServiceNow platform for these teams, managing functional and process documentation, and guiding users on process execution and system usage. They will focus on managing continuous improvement programs to optimize team performance and service delivery internally and to customers.

• ServiceNow systems management: Administer the system, identify automation opportunities, gather requirements, work with third-party providers on change sprints, troubleshoot issues, and deploy changes.
• Performance reporting: Collaborate with teams to develop and enhance KPIs, targets, monitoring, and alerting mechanisms.
• Customer focus: Ensure excellent customer experiences and satisfaction to promote retention and uphold business reputation.
• Knowledge management: Develop knowledge articles with teams to educate staff and customers, improving self-service and case deflection.
• Process management: Manage and develop a process library, create new documentation, and review existing processes regularly.
• Stakeholder engagement: Work with internal and external stakeholders to drive consensus on changes and optimizations.
• Process ownership and evolution: Collaborate with the Service Operations Manager to own and improve end-to-end processes for the Service Desk and Invoice Reconciliation teams, focusing on continuous improvement and excellent customer service.