Lead Designer - ServiceNow

About Us

Join us at Orange Business!

We are a network and digital integrator that understands the entire value chain of the digital world, freeing our customers to focus on the strategic initiatives that shape their business.

Every day, you will collaborate with a team dedicated to providing consistent, sustainable global solutions, no matter where our customers operate. With over 30,000 employees across Asia, the Americas, Africa, and Europe, we offer a dynamic environment to develop and perfect your skills in a field filled with exciting challenges and opportunities.

About The Role

We are seeking a highly skilled Lead Designer with knowledge of telecom domain and proficiency in ServiceNow specially CSM module. The ideal candidate will have a deep understanding of ServiceNow platform capabilities, business processes, and telecom services. As a Lead Designer, you will play a pivotal role in driving the design, implementation, and optimization of ServiceNow solutions to support our telecom service offerings.

The Mission Of Lead Desginer Is To

• Requirement Elicitation and Analysis:
• Collaborate with Customers & internal stakeholders to gather and analyze business requirements
• Elicit, document, and analyze business requirements, processes, and workflows.
• Translate business requirements into clear and concise functional specifications for technical teams.
• ServiceNow Configuration and Customization:
• Utilize your knowledge in ServiceNow specially focusing on CSM module to suggest configuration and customization of the platform to meet the business requirements.
• Coordinate with Business stakeholders and ServiceNow dev team to deliver solutions for incident management, change management, service request fulfillment, and other IT service management processes.
• Co-manage the backlog with the Product Owner
• Breakdown epic into detailed features and user stories
• Document and prioritize backlog
• Solution Design:
• Collaborate with System Architect to design solutions that meet business needs.
• Propose innovative and practical solutions to address business challenges.
• Ensure that proposed solutions align with the organization's strategic goals and technological capabilities.
• Stakeholder Communication:
• Serve as the primary point of contact for stakeholders, providing regular updates on project status, risks, and issues.
• Manage stakeholder expectations and ensure alignment between business requirements and ServiceNow solutions.
• Communicate complex technical concepts to non-technical stakeholders.
• Present findings, recommendations, and project updates to various audiences.
• Documentation:
• Create detailed documentation including business requirements, process flows, use cases, and user stories.
• Maintain accurate and up-to-date project documentation throughout the project lifecycle.
• Testing:
• Participate in system testing, user acceptance testing, and validation of implemented solutions.
• Ensure that delivered solutions meet the specified requirements and are of high quality.
• Process Improvement & Support:
• Identify areas for process optimization and efficiency enhancement.
• Recommend process improvements and assist in their implementation.
• Support Business on bug and anomalies fixing

Key Accountabilities

About you

• Work on ServiceNow – TSM module (combination of ITSM & CSM) for customer and desk migration build better customer experience.
• Design, configure, and customize ServiceNow applications, modules, and workflows to meet business process requirements.
• Conduct thorough testing and validation of ServiceNow configurations to ensure quality and adherence to requirements.
• Assist in the creation of training materials and conduct training sessions for end-users to ensure successful adoption of ServiceNow solutions by customers.
• Stay up-to-date with the latest ServiceNow features, best practices, and industry trends to provide valuable insights for optimizing the platform's performance.
• Participate in ServiceNow-related and other projects, providing expertise and guidance on process improvements and implementation strategies.
• Create and execute business scenarios (verification) for the solution developed
• Produce key deliverables throughout the lifecycle of the project, for IT use as well as for business owners, such as solution proposals, user acceptance test plans, dependency matrices
• Works with the project manager/Scrum master/ project coordinator to define and clarify the requirements for the software to deliver for customer migration to SeviceNow CSM module.
• Provide technical support during UAT and go live. Use defect tracking system and follow resolution of defects
• Level 3 support to production issues for assigned applications within defined SLA Key Results:
• Proven experience as a Functional expert to define Customer journey with a focus on ServiceNow implementation and configuration.
• In-depth knowledge of ServiceNow platform capabilities, specially on CSM modules to migrate customers.
• Collaborate with teams to troubleshoot and resolve issues, identifying opportunities for improvement.
• Hands-on experience with ServiceNow workflows, forms, business rules, UI policies, and other configuration elements.
• Expertize in ITIL framework and IT service management best practices.
• Excellent communication and interpersonal skills, with the ability to work collaboratively across teams and stakeholders.
• A proactive and adaptable attitude, able to handle multiple priorities and meet deadlines in a fast-paced environment.
• ServiceNow CSM certifications is required.
• Routinely demonstrate solution details during development & ensure rollout to production with business usage.
• Demonstrate an ability to present ideas to multiple stakeholders and gain consensus for these ideas.
• Excellent transversal coordination, facilitation, and leadership skills.
• Ability to build relationships and work across geographies, cultures, and functions.
• People management experience is preferable.
• Working experience in SAFe, Scrum and Jira processes/methods.
• Telecom domain knowledge is mandatory.
• A certification in Business Analysis and Scrum will be a definite advantage
• Follow agile methodologies to ensure quicker delivery (early realization of business benefits). Support regression and integration testing. Mentor and coach junior team members on technical and business knowledge of application(s).

You bring passion, energy, taste for exploration and adaptability. You seek the opportunity to expand your knowledge and develop new skills.

What We Offer

• Global Opportunities: Work in multi-national teams with opportunity to collaborate with colleagues and customers from all over the world.
• Flexible Work Environment: Flexible working hours and possibility to combine work from office and home (hybrid ways of working).
• Professional Development: training programs and upskilling/re-skilling opportunities.
• Career Growth: Internal growth and mobility opportunities within Orange.
• Caring and Daring Culture: Health and well-being programs and benefits, diversity & inclusion initiatives, CSR and employee connect events.
• Reward Programs: Employee Referral Program, Change Maker Awards.

Only Your Skills Matter

Regardless of your age, gender identity, race, ethnic origin, religion/belief, sexual orientation, marital status, neuroatypia, disability, veteran status or appearance, we encourage diversity within our teams because it is a strength for the collective and a vector of innovation. Orange Group is a disabled-friendly company and equal opportunity employer: don't hesitate to tell us about your specific needs.