Itsm Customer Onboarding Project Manager

Customer Support (CS) is aligning its leadership focus and organizational design to align with HP’s strategic priorities of shifting to contractual services business along with the required infrastructure transformation, while improving the customer and employee experience. The Contractual Category (CS-CC) is focused on everything that is Contractual / Managed services delivery and support to global and regional accounts, for PC (Device as a Service DaaS), Print (Managed Print Services) and Poly (Rooms as a Service) businesses. All are growing businesses for HP.

Within the Contractual Managed Services Category Team, responsible for Service Strategy and Design, this Onboarding Manager will join the solutioning and onboarding team as technical lead to manage customer onboarding of large accounts onto our IT Service Management (ITSM) ServiceNow platform. This position is a combination of customer facing project management, business analysis and technical expertise and is the linkage between the customer to the capability enablement teams.

Responsibilities

• Collect Requirements from Customer Account team
• Leading the overall Customer On-boarding project on HP ITSM tool during Transition/Transformation phases of the deal - Report to Deal Transition Manager or Account Delivery Manager.
• UAT-Support into production phase
• Configuration of the ITSM ServiceNow platform per requirements
• Run Due Diligence with customer
• Establishing and ensuring that appropriate Client On-boarding processes on HP ITSM tool are used/followed (such as reporting, risk management, lessons learned, quality, escalating, communications etc.).
• Own and lead all the phases of a customer on-boarding on the ITSM platform:
• Design ISTM ServiceNow onboarding project plan with internal transition team and Customer
• Workflows adaptations

Education And Experience Required

• ITSM Admin & Config experience 3 Year minimum (preferred Service Now)
• Must have an Undergraduate Degree (Preferred fields include Business, Computer Science, IT/ IS, or Electrical/Electronic Engineering (or equivalent combination education or experience).
• 5-7 years managing IT/Transition implementation projects.

Knowledge And Skills

• Solid Excel skills
• Focus on customers.
• Fluent English
• Design and deliver presentations.
• Knowledge of ITIL tools and big databases (preferably ServiceNow)
• ITIL certified a plus
• _At HP, the future is yours to create! What are you waiting for? Apply Now!_**
• Project Management skills and experience
• Influence management in defining customer needs.
• Analyze and resolve problems.
• JAVA Programming expertise/experience preferred
• ServiceNow Certifications are a plus
• Any additional language (esp. German, Italian, Spanish, French) is a high want
• PMP Certified a plus
• Demonstrates an in-depth understanding of key HP Services' operational policies, processes and methodologies applicable to project management.
• ITIL foundation
• Testing/QA experience

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