ServiceNow Innovation & Automation Lead

Company Description

About IAG Tech

IAG Tech is a community of IT and digital professionals from across the International Airlines Group (IAG). We drive the technology behind some of the biggest and most successful brands in global aviation, including British Airways, Aer Lingus, and Iberia.

Brought together in 2019, we are a unique community with a shared vision to deliver Technology Excellence and be recognised as industry leaders in the use of technology.

Our mission is to delight customers, enable employees, accelerate business performance, protect our business and increase shareholder value, through the innovative and agile use of technology and data.

We use product-centric delivery teams using agile methods to implement new capabilities at pace and maximise business outcomes. With a relentless focus on improving system performance and stability, we continually strive to find new and better ways to innovate and support the Group.

Our Values

At IAG Tech we share common... values to help us create the right culture to underpin our thriving community:

Innovation | we value identifying new ways of using technology to solve business challenges

Empowerment | we value giving people the freedom to operate, that they take accountability, and collaborate with colleagues

Professionalism | we value having and developing the right knowledge and competency to be able to do our jobs to the best of our ability

Transparency | we value honesty and integrity and always share the reality in a manner the business understands

Agility | we value responsiveness, speed and flexibility in everything we do

We celebrate when we see great examples of our values in action and challenge each other when we see these values being ignored.

Job Description

Own the Innovation & Automation of Digital Workflows and Service Catalogue design within the NOW platform.

This role will see you

• Identify opportunities to reduce cost to serve through the automation of digital workflows
• Identify and design new touch points leveraging NOW capabilities to evolve self service, in-person and digital experiences
• Identify and communicate the goals, objectives and measures of self-service experience
• Continuously improve the self-service experience
• Manage and Report on effectiveness of self-service experience
• Identify and own appropriate organizational change management activity to embed new ways of working
• Act as the “go to” SME for IAG Tech for innovation and automation of digital workflows leveraging the NOW Platform
• Act as the “go to” SME for IAG Tech for Service Catalog design
• Own and manage all NOW functionalities enabling self-service, in person and digital experiences e.g. Virtual Agent, Employee Centre Portal, Walk Up Experience, Service Catalog and NOW Mobile App
• Identify opportunities to transform experiences for employees and customers with end-to-end automated digital workflows
• Auditing existing workflows, developing blueprints for new workflow experiences, and

identifying opportunities for improvement and experimentation

• Develop appropriate employee and customer personas and measures to quantify the business impact of having a suboptimal experience
• Work in partnership with other IAG Tech functions and key strategic partnerships to identify and agree digital workflow opportunities to reduce cost to serve and improve customer experience of services
• Design new touchpoints to evolve in-person and digital experiences
• Translate aspects and components of the workflow experience to new channels and contexts
• Create seamlessly integrated service experiences with other enterprise digital platforms
• Ensure Service Owners are held to account for completeness and relevancy of the Service Catalogs for their Service Offerings
• Engage with projects to ensure service catalog design provides the required service offering to meet customer needs within project timeframes
• Responsible for the continuous improvement plan for service catalog design
• Identifying and approving all requirements, use cases, user stories, etc. to support new or improving service catalog designs for service offerings
• Evangelise and act as a coach to improve understanding and value of Service Catalogs and self-service channels leveraging the NOW Platform within IAG and how to use; with the aim that they are consumed and used with ease throughout the organisation

Qualifications

To be successful you will need

• Educated to degree level or equivalent experience
• Service Now Application Development Fundamentals
• Scripting in Service Now Fundamentals
• Service Portal Fundamentals
• Flow Designer Intermediate
• User Experience (UX) for Service Now
• Design Thinking Certification
• ITIL V4 Foundation
• Extensive track record of delivering Innovation & Automation through the NOW Platform for employees & customers
• Proven track record of delivering Service Catalog excellence within the NOW Platform
• Proven track record of embedding new ways of working within an enterprise organisation (OCM)
• Proven track record of working in a highly regulated, complex enterprise environment with multiple integration points
• Business partnering, working as a valued partner with internal and external stakeholders across a diverse stakeholder base, delivering a value-added service to customers
• Proven track record of successful stakeholder management at a senior level, with a proven ability of influencing and persuading across the organisation
• Experience of operating across multiple countries and cultures is desirable, but not essential
• Excellent communication skills with a capacity to present, discuss and disseminate experience channels within the NOW Platform in a business language to multiple audiences
• Deep understanding of service value for customers and driving continuous improvement
• Deep understanding of human-centered design and experience strategy
• Can initiate and manage change to help shape the future direction
• Demonstrates expert level functional knowledge of experience channels of the NOW Platform i.e. Employee Centre Portal, Virtual Agent, Walk Up Experience, Mobile App
• Exceptional functional knowledge of Service Catalogue design and Workflow Designer within the NOW Platform
• Expert level capability of automation of digital workflows within the NOW Platform
• Knowledge of implementing Predictive Intelligence within the NOW Platform highly desirable
• Collaborative, open working, resulting in recognition as a valued partner by colleagues, customers and senior stakeholders across the organisation.
• Clear decision-making ability with the facility to judge complex situations and assess when to escalate issues.
• Demonstrates a passion for and commitment to continuous personal professional development.

Additional Information

Benefits

The chance to enjoy a challenging career in an exciting, fast-moving environment in a dynamic industry, working in a multi-cultural environment with great offices in many locations. We aim to provide all our people with a work/life balance, as well as the many benefits offered by a global organisation, including health insurance, pension, and performance bonuses

Diversity and Inclusion

IAG Tech is part of the IAG GBS organisation, and our people are at the heart of everything we do. We recognise that we can only deliver the required business outcomes if we have a thriving community of technology professionals. Together we strive to become the very best at what we do.

We focus on making Tech a great place to work, with a community that we feel proud to belong to. To help make this a reality, our people strategy focuses on six key domains: Engagement, Talent Management, Reward and Recognition, Performance Management, Learning and Development and Culture.

We understand the importance of Diversity and Inclusion in the workplace to deliver this strategy – everyone should feel part of our team. We want to foster an inclusive workplace, celebrate individuality and embrace differences so that everyone in IAG Tech can achieve their goals and ambitions, regardless of their personal circumstances or background.

As a Group, IAG has an ambition that 40% of senior management roles are held by women by 2025. IAG Tech fully supports that ambition, and we are working to help make it a reality. With this in mind, we have set ourselves the challenging target of recruiting 50% female colleagues by 2030