Technical Customer Success Manager jobs in Medford, OR

Sound Transit IT Temporary Contractor Request Form
Assignment:IT Business Analyst (ServiceNow Customer Success & ITSM)Category/Level*:E/2Term of Assignment:4/1/2024 – 12/31/2024Rate Range:Minimum to midpointGeneral Summary:Under general direction of the Deputy Director, IT Service Delivery, this position will contribute to the strategic objectives of the Service Management Office by facilitating and executing on various tasks supporting an ITIL-based ITSM process framework and the ServiceNow Platform. This includes providing support for the ServiceNow platform acting as a product manager as well as Business Analyst for ServiceNow requests and functioning as a Problem Manager supporting the Problem Management practice leading root cause analysis and problem reporting. The position will work closely with both business partners and cross-technical teams, ensuring that key stakeholders and subject matter experts are engaged as needed.
The consultant should have 3-5 years of ServiceNow experience and 3-5 years of business analysis experience specific to ServiceNow covering the ITSM module, SPM module, and GRC/SecOps module. They should hold an ITIL Foundation certification or equivalent experience and understand ITIL Problem Management.Essential Functions:ServiceNow Customer Success

• Act as primary liaison between the ServiceNow team and our customers, assisting in the development of successful ServiceNow solutions, keeping customers informed of ServiceNow changes and the roadmap, and facilitating various customer meetings.
• Manage the delivery of ServiceNow solutions to our customers to ensure they are prepared, trained, and ready to receive the solutions.
• Facilitate monthly Product Backlog meetings.
• Perform daily management of the product backlog.
• Actively collaborate with ServiceNow team members to identify and resolve problems, remove barriers to development or delivery.
• Participate actively in product planning and roadmap definition.
• Monthly product meetings with stakeholders.

Service Management Office (SMO) Business Analyst

• Perform business analysis for ServiceNow customer requests.
• Attend regular stand-up and backlog review meetings.
• Proactively work with IT and non-IT customers to acquire a deep understanding of their requirements & business needs.
• Ensure that product requirements incorporate effective written and visual process flows.
• Create and manage user documentation for ServiceNow.
• Research and produce detailed technical requirements including user stories for developers to execute against.
• Develop use cases, user stories, process diagrams, and requirements in ServiceNow.

It is the responsibility of all employees and temporary staff to follow the Agency safety rules, regulations, and procedures pertaining to their assigned duties and responsibilities, which could include systems, operations, and/or other employees.