- Partner with the Head of Operational Excellence and ServiceNow Centre of Excellence to drive continuous improvement.
- Manage and contribute to the ServiceNow roadmap in collaboration with developers.
- Draft user stories, enhancements, defects, and feature requests for digital transformation projects.
- Map, document, and re-design business processes to optimize technology and workflows.
- Facilitate workshops, training sessions, and User Acceptance Testing (UAT).
- Support the transition of processes into automation, AI, and digital experiences.
- Work across Plan, Build, and Run stages to manage both BAU and project-related initiatives.
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