Service Integration Manager
:
Location:
Pune, IN
Company:
AkzoNobel About AkzoNobel
For more information please visit
Akzo Nobel N.V. All rights reserved.
Job Purpose The role of the IT Service Integration Manager/ Service Catalogue Manager entails the design and enhancement of crucial IT Service processes for our extensive user base of over 35,000 individuals at AkzoNobel. Within a select and expert team, the Service Integration Manager plays a significant role in improving our overall IT performance. This team is responsible for streamlining, standardizing, globalizing, and automating IT Service Management (ITSM) processes within a comprehensive service environment.
Key Accountabilities
Processes Design, Implementation and Strategy
- Designs and optimizes high-volume, business critical ITSM processes.
- Drives seamless ITSM integration across teams and suppliers, focusing on automation and continuous improvement. Owns the end-to-end Request Fulfillment process within our Enterprise Service Management (ESM) platform (ServiceNow)
- Implement best practices for efficient Request Management, ensuring Service Level Agreements and customer satisfaction targets are met.
- Owns the vision, roadmap, and backlog for the ServiceNow Request Fulfillment module
- Prioritizes catalog enhancements based on business value, user input, and efficiency
- Governs the lifecycle of service catalog items, ensuring consistency, usability, and compliance.
- Collaborates with service owners to design and maintain catalog items that meet IT and business requirements.
- Actively participates in ServiceNow upgrades, new feature implementations and projects.
- Promotes a culture of documentation discipline and continuous learning within the ITSM team.
What do you bring?
- Bachelors degree or higher in Information Technology, Computer Science, or a related field
- 5-8 years of IT services experience in multinational companies with IT outsourcing.
- Proficiency in using ServiceNow platform.
- Hands-on experience with ServiceNow Request Fulfillment and Service Catalogue within the ITSM modules (preferably incl. other modules)
- Expertise in ServiceNow Service Catalog design, item creation, request workflows, automation and integration.
- Strong understanding of ServiceNow orchestration, including approvals, task routing, and notifications.
- Proven track record integrating ServiceNow with external vendors and systems in large, complex environments.
- Experience in software license management, preferably with ServiceNow, is a plus.
- Familiarity with reporting tools and databases, such as Excel, SQL, or BI tools, can be beneficial for data analysis and reporting.
- Familiarity with IT infrastructure, application landscapes, and service management principles.
- Experience with Agile methodologies
- ServiceNow System Administrator certification. (optional but beneficial)
- ServiceNow Certified Implementation Specialist (CIS) in Request Management or Service Catalog preferred.
- Ability to translate business needs into technical requirements.
- Business acumen with a balance between technical and business perspectives.
- Cultural sensitivity and diversity appreciation.
- Excellent communication and stakeholder management abilities.
- Independent decision-making under pressure.
- Proactive approach to continuous improvement and staying updated with industry trends.
Experience
Workflow, Automation and Integrations
- Designs and implements complex workflows and automation in ServiceNow to boost efficiency and reduce manual tasks.
- Responsible for the functional flow , ensuring it works correctly and in line with the governance standards
- Collaborates with development teams to automate repetitive tasks and integrate systems across the enterprise.
- Works with functional and technical teams to implement and improve workflows, automation, and integrations. (including form design, UI policies, business rules, and flow orchestration.)
- Integrates automation logic with external systems for end-to-end request completion without manual intervention.
- Ensures compliance with data protection, security, and audit requirements.
- Manages and continuously optimizes ServiceNow orchestration for automated processes (e.g., approvals, provisioning, and others)
- Ensures smooth, reliable, and scalable integrations between ServiceNow and other enterprise systems to streamline the process
- Troubleshoots (with technical teams) and resolves integration issues promptly to ensure continued service requests delivery.
Collaboration and stakeholders
- Acts as a subject matter expert for the ServiceNow platform and collaborates with cross-functional teams (e.g., IT, HR, etc.) to ensure successful implementation of service requests.
- Provides guidance and support to stakeholders on best practices for catalog development, request management, and automation.
- Collaborates with external vendors and system owners to ensure smooth integrations and data integrity.
- Facilitates workshops and feedback sessions to gather requirements and validate solutions.
- Communicates product updates, changes, and value delivered to stakeholders.
- Fosters a culture of IT knowledge sharing among stakeholders.
Training and documentation
- Maintains up-to- process documentation for Request Fulfillment and Service Catalog
- Develops and maintains comprehensive documentation for all ServiceNow workflows, integrations, and automation designs, ensuring accuracy and accessibility.
- Maintains documentation and governance processes for catalog item creation, modification, and retirement.
- Develops training guides and communications regarding new features, functionality, concepts. Conduct regular training sessions and knowledge-sharing workshops
