SME - Process Management, ServiceNow

• *Job Summary**
• --------------

High level, this is a release communication role, and the key requirement is that we\\\\\\'re looking for someone who can reliably work Wednesday through Sunday. Ideally, every weekend, but 3 out of 4 weekends per month would also work if full weekend coverage is not possible.\\\\r\\\\nAn offshore teammate would be an ideal fit, as we find it most challenging to staff our overnight shifts (9:00 PM \- 3:00 AM EST or 3:00 AM \- 9:00 AM EST). However, we do have approval to hire someone onshore if we find the right fit.\\\\r\\\\nDuring weekends, the responsibilities of the role are fairly straightforward: interacting with the SRE Surveillance Team and application change implementation teams to monitor the status and impact of DC changes, while providing leadership with hourly updates on any critical information. Knowledge of Change Managementor Digital Core would be an asset, but we can help bridge any knowledge gaps. Soft skills are more important, particularly strong communication skills and the ability to quickly understand technical concepts. There is also a fair amount of work in Excel, although basic proficiency is sufficient.\\\\r\\\\nFrom Wednesday through Friday, we\\\\\\'re looking for additional support with preparation activities for the Command Centre model. Information is often spread across multiple sources, so we need help consolidating it ahead of each weekend. This includes updating Excel trackers with information from ServiceNow (SNOW) change tickets, reaching out to leaders to confirm Command Centre availability, setting up bridges, and coordinating logistics. Ideally, we\\\\\\'d also like this person to contribute to some of the automation initiatives we\\\\\\'re implementing to make the role more efficient, though that is not essential.\\\\r\\\\nTo start, this will be a single role, but there is certainly an opportunity for us to work with HCL to support the Command Centre in a broader capacity. My release team currently consists of a mix of vendor partners, and as you may already know, we\\\\\\'re looking to be more strategic in how we engage with our vendors. Angela and I are discussing what that long\-term model should look like for Digital Core, and we\\\\\\'re hoping to bring HCL along on that journey.

• *Key Responsibilities**
• -----------------------

High level, this is a release communication role, and the key requirement is that we\\\\\\'re looking for someone who can reliably work Wednesday through Sunday. Ideally, every weekend, but 3 out of 4 weekends per month would also work if full weekend coverage is not possible.\\\\r\\\\nAn offshore teammate would be an ideal fit, as we find it most challenging to staff our overnight shifts (9:00 PM \- 3:00 AM EST or 3:00 AM \- 9:00 AM EST). However, we do have approval to hire someone onshore if we find the right fit.\\\\r\\\\nDuring weekends, the responsibilities of the role are fairly straightforward: interacting with the SRE Surveillance Team and application change implementation teams to monitor the status and impact of DC changes, while providing leadership with hourly updates on any critical information. Knowledge of Change Managementor Digital Core would be an asset, but we can help bridge any knowledge gaps. Soft skills are more important, particularly strong communication skills and the ability to quickly understand technical concepts. There is also a fair amount of work in Excel, although basic proficiency is sufficient.\\\\r\\\\nFrom Wednesday through Friday, we\\\\\\'re looking for additional support with preparation activities for the Command Centre model. Information is often spread across multiple sources, so we need help consolidating it ahead of each weekend. This includes updating Excel trackers with information from ServiceNow (SNOW) change tickets, reaching out to leaders to confirm Command Centre availability, setting up bridges, and coordinating logistics. Ideally, we\\\\\\'d also like this person to contribute to some of the automation initiatives we\\\\\\'re implementing to make the role more efficient, though that is not essential.\\\\r\\\\nTo start, this will be a single role, but there is certainly an opportunity for us to work with HCL to support the Command Centre in a broader capacity. My release team currently consists of a mix of vendor partners, and as you may already know, we\\\\\\'re looking to be more strategic in how we engage with our vendors. Angela and I are discussing what that long\-term model should look like for Digital Core, and we\\\\\\'re hoping to bring HCL along on that journey.

• *Skill Requirements**
• ---------------------

High level, this is a release communication role, and the key requirement is that we\\\\\\'re looking for someone who can reliably work Wednesday through Sunday. Ideally, every weekend, but 3 out of 4 weekends per month would also work if full weekend coverage is not possible.\\\\r\\\\nAn offshore teammate would be an ideal fit, as we find it most challenging to staff our overnight shifts (9:00 PM \- 3:00 AM EST or 3:00 AM \- 9:00 AM EST). However, we do have approval to hire someone onshore if we find the right fit.\\\\r\\\\nDuring weekends, the responsibilities of the role are fairly straightforward: interacting with the SRE Surveillance Team and application change implementation teams to monitor the status and impact of DC changes, while providing leadership with hourly updates on any critical information. Knowledge of Change Managementor Digital Core would be an asset, but we can help bridge any knowledge gaps. Soft skills are more important, particularly strong communication skills and the ability to quickly understand technical concepts. There is also a fair amount of work in Excel, although basic proficiency is sufficient.\\\\r\\\\nFrom Wednesday through Friday, we\\\\\\'re looking for additional support with preparation activities for the Command Centre model. Information is often spread across multiple sources, so we need help consolidating it ahead of each weekend. This includes updating Excel trackers with information from ServiceNow (SNOW) change tickets, reaching out to leaders to confirm Command Centre availability, setting up bridges, and coordinating logistics. Ideally, we\\\\\\'d also like this person to contribute to some of the automation initiatives we\\\\\\'re implementing to make the role more efficient, though that is not essential.\\\\r\\\\nTo start, this will be a single role, but there is certainly an opportunity for us to work with HCL to support the Command Centre in a broader capacity. My release team currently consists of a mix of vendor partners, and as you may already know, we\\\\\\'re looking to be more strategic in how we engage with our vendors. Angela and I are discussing what that long\-term model should look like for Digital Core, and we\\\\\\'re hoping to bring HCL along on that journey.

• *Must Have Skill**
• ------------------

CA Service Desk Manager,Process Management,BMC Remedy Action Request System,ServiceNow

• *Good to Have Skill**
• ---------------------

• *Other Requirements**
• ---------------------

High level, this is a release communication role, and the key requirement is that we\\\\\\'re looking for someone who can reliably work Wednesday through Sunday. Ideally, every weekend, but 3 out of 4 weekends per month would also work if full weekend coverage is not possible.\\\\r\\\\nAn offshore teammate would be an ideal fit, as we find it most challenging to staff our overnight shifts (9:00 PM \- 3:00 AM EST or 3:00 AM \- 9:00 AM EST). However, we do have approval to hire someone onshore if we find the right fit.\\\\r\\\\nDuring weekends, the responsibilities of the role are fairly straightforward: interacting with the SRE Surveillance Team and application change implementation teams to monitor the status and impact of DC changes, while providing leadership with hourly updates on any critical information. Knowledge of Change Managementor Digital Core would be an asset, but we can help bridge any knowledge gaps. Soft skills are more important, particularly strong communication skills and the ability to quickly understand technical concepts. There is also a fair amount of work in Excel, although basic proficiency is sufficient.\\\\r\\\\nFrom Wednesday through Friday, we\\\\\\'re looking for additional support with preparation activities for the Command Centre model. Information is often spread across multiple sources, so we need help consolidating it ahead of each weekend. This includes updating Excel trackers with information from ServiceNow (SNOW) change tickets, reaching out to leaders to confirm Command Centre availability, setting up bridges, and coordinating logistics. Ideally, we\\\\\\'d also like this person to contribute to some of the automation initiatives we\\\\\\'re implementing to make the role more efficient, though that is not essential.\\\\r\\\\nTo start, this will be a single role, but there is certainly an opportunity for us to work with HCL to support the Command Centre in a broader capacity. My release team currently consists of a mix of vendor partners, and as you may already know, we\\\\\\'re looking to be more strategic in how we engage with our vendors. Angela and I are discussing what that long\-term model should look like for Digital Core, and we\\\\\\'re hoping to bring HCL along on that journey.