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Service Management Project Leader

2 months ago

Parsons, West Virginia, United States Infor Full time
Position Overview:
The Project Leader will be an integral member of a multidisciplinary project team dedicated to the enhancement and deployment of innovative ServiceNow Customer Service Management (CSM) capabilities.

Key Responsibilities:
- Possess a comprehensive understanding of Support Operations and demonstrate a solid background in customer support.
- Exhibit expertise in the ServiceNow CSM application, showcasing the ability to oversee projects effectively.
- Challenge existing processes by evaluating use cases and requirements, while considering customer service best practices.
- Identify deficiencies in our current systems, aiming for a premier CSM solution for Infor.

Process Improvement:
- Drive enhancements through process analysis, workflow reengineering, and system upgrades aligned with business needs.
- Address user interface requirements, reporting, integration, and data necessities, alongside training and operational readiness initiatives.

Collaboration and Communication:
- Support internal teams in utilizing ServiceNow CSM and related support tools.
- Ensure that requirement specifications are accurately documented and agreed upon when defects or missing functionalities arise.
- Investigate complex issues, formulating and articulating clear, organized solutions.

Design and Signoff:
- Facilitate design walkthroughs to communicate and obtain approval on Business Designs from support leadership and subject matter experts.

Basic Qualifications:
- Bachelor's degree in Business Administration/Management or Computer Science.
- 3-5 years of experience in Customer Support.
- 2 years of experience with ServiceNow CSM.
- 2 years of experience in Support Operations.
- 2 years of Project Management experience, preferably with ServiceNow SCM.

Professional Skills:
- Demonstrated ability to think strategically and execute large-scale projects successfully, with a focus on planning, prioritization, and timely delivery.
- Exceptional professionalism and communication skills that will impress the Infor Executive team.
- Proven capability to foster collaborative relationships and work effectively across all organizational levels, engaging with a diverse range of subject matter experts, including customers and partners.

Preferred Qualifications:
- Experience collaborating with key technology partners and vendors (ServiceNow, AWS).
- Familiarity with relational databases (e.g., MySQL).
- Proficiency in project management tools such as Jira and Microsoft Projects.

About Infor:
Infor is a leading provider of business cloud software solutions tailored for specific industry markets. We develop comprehensive industry suites in the cloud, prioritizing user experience, leveraging data science, and ensuring seamless integration with existing systems.
With over 60,000 organizations globally relying on Infor, we help them navigate market challenges and achieve digital transformation across their businesses.

At Infor, we are committed to fostering a diverse and inclusive workplace, guided by our Principle Based Management (PBM) philosophy and eight Guiding Principles: integrity, stewardship & compliance, transformation, principled entrepreneurship, knowledge, humility, respect, and self-actualization.

We believe that increasing diversity is essential to reflect the markets, customers, partners, and communities we serve now and in the future. Infor is an Equal Opportunity Employer, dedicated to creating a diverse and inclusive work environment.