Job Title - Client Data Protection Support (CDPS) Tools Associate Manager
Management Level :8 ?? Associate Manager
Location:India (Bangalore, but city is flexible)
Must have skills:ServiceNow, Microsoft CLU, GenAI, ITIL
Good to have skills:SharePoint administration, tool integrations, automation, testing experience
Job Summary:As part of the CDPS Tools team, the CDPS Tools Associate Manager is primarily responsible for maintaining the CDPS Accenture Support tool - Service NOW and AI chatbot platforms to ensure smooth operations, timely issue resolution, and continuous improvement. The role requires close collaboration with business teams, technical support (L2 teams), and leadership to deliver efficient support services, implement approved enhancements, and align tool capabilities with business goals. The position requires skills in technical management and business consulting to work closely with developers and business stakeholders to translate requirements into technology solutions.
Roles & Responsibilities:
1. ServiceNow
- Ensure stable operation and minimal downtime of the Accenture Support tool.
- Provide end-user support for the ServiceNow platform.
- Monitor incidents, service requests, and issues; ensure resolution within agreed timelines.
- Collaborate with stakeholders to understand functional needs, identify improvement opportunities, and prioritize enhancements.
- Communicate tool updates, issue status, and planned changes on a defined schedule.
- Train and mentor new team members on ServiceNow usage, process flows, and troubleshooting methods.
- Coordinate with the L2 Support Team for technical issues and escalate to leads when necessary.
- Identify automation, process simplification, and enhancement opportunities to reduce manual effort and improve efficiency.
- Perform initial UAT and coordinate for UAT sign-off before deployment.
- Manage enhancement requests within some allocated budget, seeking additional funding for significant changes.
- Support integration of ServiceNow with other business systems.
- Collaborate with the L2 Lead to review support costs, obtain required approvals from leadership, and forecast future support expenses aligned with business strategy.
2. AI Chatbot
- Manage and update chatbot content as requested.
- Ensure chatbot usage data is stored in the database and available for reports and analytics.
- Monitor and close AI tool vulnerabilities within defined timelines coordinating with IS teams.
- Collect and document enhancement requirements and work with developers to implement approved changes.
- Deploy chatbot enhancements post-approval, ensuring functionality and alignment with user expectations.
3. SharePoint & Collaboration Tools
- Manage and maintain SharePoint sites, ensuring accessibility and version control.
- Support Distribution List (DL) in alignment with business needs.
- Maintain application inventory like AIR for accurate tracking.
- Support new tool evaluations and Proof of Concept (POC) activities.
- Collaborate with vendors and stakeholders to assess feasibility of new tool introductions.
4. Tools Team Management
- Manage the team member, assign work, and monitor progress and quality of deliverables.
- Provide guidance, mentoring, and performance feedback to team member.
- Ensure adherence to IT governance, security, and compliance standards.
- Promote collaboration, process documentation, and knowledge sharing within the team.
Professional & Technical Skills:
- 3??6 years of experience managing enterprise support tools (e.g., ServiceNow, SharePoint, AI Chatbot).
- Ability to act as a business consultant, effectively bridging the gap between technical developers and business users.
- Strong understanding in ServiceNow administration, workflow support, or similar ITSM platforms.
- Working knowledge of SharePoint administration, DL management, and application inventory maintenance.
- Understanding of tool integrations, automation, and enhancement planning.
- Analytical, communication, and stakeholder management skills.
- Ability to manage initiatives and meet defined timelines.
- Experience performing UAT and coordinating with business users for validation.
- Basic understanding of cost tracking, POC evaluations, and resource planning.
Additional Information:
Qualification
Experience:Minimum 3 years
Educational Qualification:Bachelor??s Degree
