Requirements

Expected technologies

ServiceNow

ERP

Employer requirements

• Experience working closely with IT teams, developers, and operations to deliver agreed-upon outcomes within the ServiceNow ecosystem.
• Proven ability to analyze business requirements and manage ServiceNow-related deliverables.
• Hands-on experience with the ServiceNow platform in areas such as Finance & Control, Customer Service, Vendor Management, Communication, Sourcing & Procurement, Audit, Risk & Compliance, HR, and IT.
• Familiarity with various Service Delivery Models (GBS, SSC, BPO, hybrid, BOT, etc.).
• A solid understanding of Connect to Resolve / Query to Resolve processes.
• Skill in building business cases from defined requirements.
• General process knowledge of AP, AR, GL, and MDM (other areas considered an asset).
• Fluency in English; knowledge of French or German is a plus.

Your responsibilities

• Define the optimal technology architecture to support the new C2R model within a specific service line.
• Develop user stories and use cases outlining the required system enhancements.
• Create detailed process maps for the C2R framework, including roles and responsibilities (RACI), SLA, and KPI structures.
• Design and recommend a future-state Connect to Resolve (C2R) model aligned with global best practices.
• Lead the transformation of client query-handling processes within BPO, GBS, or SSC environments across functions such as IT, HR, and Finance.