The Strategy TalentCloud focusses on Platform Owners, Reporting & Analytics Leaders, and Value Management Leaders, who are not only knowledgeable and experienced in the overall Now Platform but in-depth working experience with the Strategic Portfolio Management (SPM) application, reporting, and Performance Analytics on the Now Platform. All of the TalentCloud roles are aligned with the Strategy component of the ServiceNow Operating Model. The overarching goal of this TalentCloud is to produce and manage the Platform Strategy and extract maximum value from the Now Platform via Enterprise Service Management (ESM).
Now Platform Components: Flow Designer, Knowledge Management, Service Level Management, Automation Discovery, Reporting, Service Portal, Employee Center, Service Catalog, Benchmarks, Visual Task Boards, Surveys and Assessments, Virtual Agent, Predictive Intelligence, Performance Analytics, Mobile App Builder, AI Search, Process Optimization, and Automated Testing Framework (ATF)
IT Workflows Products: IT Service Management (ITSM), IT Operations Management (ITOM), Strategic Portfolio Management (SPM), IT Asset Management (ITAM), Operational Technology Management (OTM), Security Operations (SecOps), or Governance, Risk, & Compliance (GRC)
Employee Workflows Products: HR Service Delivery (HRSD), Workplace Service Delivery, Legal Service Delivery, Procurement Service Management, or Safe Workplace Suite
Customer Workflows Products: Customer Service Management (CSM), Field Service Management (FSM), Financial Services Operations, Telecommunications Service Management, Technology Provider Service Management, Healthcare and Life Sciences Service Management, and Public Sector Digital Services
Creator Workflows Products: App Engine, Automation Engine, and Integration Hub
Platform Owner
- At least five (5) years of extensive experience in at least two (2) of the Workflows Products as well as extensive knowledge of the Now Platform Components listed above
- Responsible for the Platform Strategy, Guiding Principles, and Prioritization of Business Objectives from the Executive Steering Board
- Experience and deep understanding of Strategic Portfolio Management (SPM)
- Structure and configure SPM to produce the organization’s desired business agility objectives and outcomes, either via Scrum or Kanban
- Accountable to the Executive Steering Board for Roadmap Review and Issue Resolution
- Oversee the Platform Support Team alignment to business strategy, roadmap and platform governance as well as oversight of the Now Platform instances
- Work with Business Engagement and Delivery team members to evaluate ideas and demands being submitted and processed by the Demand Board
- Maximize value of the platform by identifying additional business outcomes to be exploited on the Now Platform
Reporting & Analytics Lead
- Minimum of three (3) years of working experience in ServiceNow Reporting and Performance Analytics
- Obtain, document, and analyze the reporting needs and requirements through collaboration with all ServiceNow stakeholders
- Translate reporting needs into production reports and dashboards
- Work across functional lines and with the Data (CMDB) Manager to strive for and ensure consistent data quality
- Conduct continuous review of reports and identify opportunities for improvements with the aim of minimizing redundant reporting and development of single source of truth
- Provide increased focus on ServiceNow Performance Analytics and emphasize providing valuable insights to drive improvement opportunities
- Build understanding of business and operational strategies and identify critical metrics required to support those strategies
Value Management Lead
- At least five (5) years of extensive experience in at least two (2) of the Workflows Products and preferably two (2) years as a Product Owner
- Drive value creation throughout the organization by focusing on Enterprise Service Management (ESM) and the Platform Strategy
- Leverage the Now Value resources that ServiceNow provides to Envision, Create, Validate, and Champion transformation efforts
- Provide engaging Envisioning sessions to the Executive Steering Board as part of the expansion of IT Service Management to Enterprise Service Management
- Assist in the creation of Business Cases, Implementation Plans, Playbooks, Value Calculations, and Product Strategies
- Work with Platform Owner and ServiceNow Evangelist to highlight Product Team achievements and celebrate success throughout the Now Platform
