ITSM ServiceNow Customer Onboarding Project Manager

Job Summary

Professional Services is aligning its leadership focus and organizational design to align with HP’s strategic priorities of shifting to contractual services business along with the required infrastructure transformation, while improving the customer and employee experience. The Professional and deployment Services is focused on Professional (Consulting and Advisory) and Deployment (Transition and Installation Services). This includes HP’s 3 main business segments: PC (Managed Device Services), Print (Managed Print Services) and MCS (Managed Collaboration Services) businesses. All are growing businesses for HP.

Within ITSM Integration Team, responsible for Service Strategy and Design, this Onboarding Manager will join the solutioning and onboarding team as technical lead to manage customer onboarding of large accounts onto our IT Service Management (ITSM) ServiceNow platform. This position is a combination of customer facing project management and integration, business analysis and technical expertise and is the linkage between the customer to the capability enablement teams.

Responsibilities:

• Own and lead all the phases of a customer on-boarding on the ITSM platform:
• Collect Requirements from Customer Account team
• Design ISTM ServiceNow onboarding project plan with internal transition team and Customer
• Run Due Diligence with customer
• Configuration of the ITSM ServiceNow platform per requirements
• Workflows adaptations
• UAT-Support into production phase
• Establishing and ensuring that appropriate Client On-boarding processes on HP ITSM tool are used/followed (such as reporting, risk management, lessons learned, quality, escalating, communications etc.).
• Leading the overall Customer On-boarding project on HP ITSM tool during Transition/Transformation phases of the deal - Report to Deal Transition Manager or Account Delivery Manager.

Education and Experience Required:

• 5-7 years managing IT/Transition implementation projects.
• Must have an Undergraduate Degree (Preferred fields include Business, Computer Science, IT/ IS, or Electrical/Electronic Engineering (or equivalent combination education or experience).
• ITSM Admin & Config experience 3 Year minimum (preferred Service Now)

Knowledge and Skills:

• Demonstrates an in-depth understanding of key HP Services' operational policies, processes and methodologies applicable to project management.
• Knowledge of ITIL tools and big databases (preferably ServiceNow)
• Project Management skills and experience
• Analyze and resolve problems.
• Solid Excel skills
• Focus on customers.
• Design and deliver presentations.
• Influence management in defining customer needs.
• JAVA Programming expertise/experience preferred
• ITIL foundation
• Testing/QA experience
• Fluent English
• Any additional language (esp. German, Italian, Spanish, French) is a high want
• PMP Certified a plus
• ITIL certified a plus
• ServiceNow Certifications are a plus

Cross-Org Skills
• Effective Communication
• Results Orientation
• Learning Agility
• Digital Fluency
• Customer Centricity

Complexity
• Works on complex problems where analysis of situations or data requires an in-depth evaluation of multiple factors.

Disclaimer
• This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management.

Job -

Services

Schedule -

Full time

Shift -

Standard Shift (Bulgaria)

Travel -

No

Relocation -

No

Equal Opportunity Employer (EEO) -

HP, Inc. provides equal employment opportunity to all employees and prospective employees, without regard to race, color, religion, sex, national origin, ancestry, citizenship, sexual orientation, age, disability, or status as a protected veteran, marital status, familial status, physical or mental disability, medical condition, pregnancy, genetic predisposition or carrier status, uniformed service status, political affiliation or any other characteristic protected by applicable national, federal, state, and local law(s).

Please be assured that you will not be subject to any adverse treatment if you choose to disclose the information requested. This information is provided voluntarily. The information obtained will be kept in strict confidence.

For more information, review HP’s EEO Policy or read about your rights as an applicant under the law here: “Know Your Rights: Workplace Discrimination is Illegal"