Role	MS ServiceNow Process Owner
Scope	Manage and own MS ServiceNow Initiatives and Projects
Knowledge	Skillsets
	ServiceNow Platform Proficiency
	IT Service Management (ITSM) Knowledge
	Process Design and Optimization
	Communication and Stakeholder Management
	Problem-solving and Analytical Skills
	Microsoft Skills: Excel, PowerPoint
	Project Management Skills, Six Sigma Yellow Belt
	Growth Mindset
	Demonstrate Harris - Altera Values
Responsibilities	MS Enhancement Management
	Active Participant in ServiceNow Prioritization
	ServiceNow UAT and SIT access with ability to impersonate
	Active Member In ServiceNow Core team - Present MS proposed Enhancements - Provides Impact to managed services on other proposed enhancements
	Active Participant in ServiceNow Blended working group
	Active Participant in IT Central Portal Prioritization working group
	Run MS quarterly Site Enhancement Discussion (Meeting)
	MS Enhancement request reviewer in order to present to core team
	Runs MS quarterly Client Fulfiller User call to improve training of client fulfillers and to address their issues
	MS ServiceNow Support and Primary Contact
	Primary Contact for SDM, Site Lead, and Client Fulfillers and SO-CRM team and any internal or external teams as it relates to tactical execution for ServiceNow.
	Works in Partnership with National Support ServiceNow representative on Issues and Enhancements
	Is the L1/L2 support for MS Client Fulfillers and MS Fulfillers for ServiceNow- Provides expertise on how Altera MS uses SNOW, provides, training , problem solving and reviews issues before an enhancement is created.
	Manages, Authors, Updates Job Aids, Policies, Procedures and Knowledge Articles - Partners with SO-CRM team when needed.
	Maintain a list of Job Aids, SOP's and Knowledge Articles for how Managed Services Uses ServiceNow and for internal process like client moves to blended. The list needs to be comprehensive for client fulfillers. The aforementioned list of Job Aids and SOP's will be maintained in the MS ServiceNow Support Teams site
	Coordinates with SO-CRM team lead on and is responsible for maintaining and updating information and use of the MS ServiceNow Support Teams site.
	Works with CRM team to ensure training is available for Client Fulfillers and Altera MS team members and provides those links to MS and Client Fulfillers
	Drives adoption of ServiceNow feature and processes and best practices to include ServiceNow , Client Central and MS ServiceNow Catalogs
	SME on how tickets are routed in ServiceNow. Understanding of INC, RITM, Change, and problem ticket workflow which includes SLAs and product routing.
	Work with SDM's and others to ensure that MS owned or MS Client owned assignment groups have an active manager. (actively manage the daily email on active assignment groups)
	Any MS Tactical requirements to maintain or improve the MS Client experience in ServiceNow
	MS ServiceNow Initiatives
	MS Domestic Clients move to blended the old MS Process domain (5 accounts)
	MS International Clients move to blended from NS(2\4 accounts)
	Existing Altera clients with new MS services move from NS>Blended
	Maintains roadmap for Blended moves and provides to the CRM team
	SLA review and set up in ServiceNow - by client and contract (project is lead by CRM team)
	Quarterly or Annual review of Assignment groups and decommissioning
	ServiceNow Upgrades
	ServiceNow upgrades 2 times a year - leads and manages and participates in testing process to include review and updating of test scripts. Works with MS Teams to ensure MS has accurate and meaningful test scripts.
	Coordinates with MS leaders on providing testers for ServiceNow upgrades
	Awards Badges in Oracle to those individuals who help with testing in ServiceNow
	Manage MSServiceNowInformation@alterahealth.com mailbox
	Works with CRM team in ensuring clients who have integration services deployed to ServiceNow - that those integrations are tested during upgrade cycle
	MS ServiceNow Communications
	Authors MS ServiceNow update - monthly email to Altera Managed Services teams (Internal) on what ServiceNow updates have been deployed and what is in the pipeline In the next month or quarter (MS ServiceNow tactical roadmap)
	Authors MS ServiceNow updates - to Altera Managed Services External Client Fulfillers
	Projects
	Project Lead and owner of Service Catalog ongoing review analysis, redesign, development and Deployment (Goes beyond the Provisioning project)
	Any MS ServiceNow Initiative / project that moves from Strategic initiative Concept and gets operationalized and is now a tactical delivery.

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