Process owner – Complaint & CSAT Management

Process owner – Complaint & CSAT Management

Siemens Technology | Pune, MH, IN

Posted 14 days ago

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Description


Job Description :

Are you looking at developing future leaders Come join us at Siemens. This role is within the IT Global Hub organization, Integration Management Chapter, and directly within the Organization Integration (OI) Service. Working alongside the OI service lead, this position has end-to-end responsibility for the service which is responsible for developing and implementing IT excellence initiatives in the areas of organization development, people excellence, communications, employee engagement, and continuous improvement. IT DF empower people by providing Modern Workplace experiences, We make the IT digital engine a reality. Service Integration and Management (SIAM) is a methodology and set of practices that focuses on the specific challenges that come with multi-provider sourced delivery models. By applying SIAM, providers become part of an 'IT ecosystem' focused on delivering value to the business. Key component of a successful SIAM model is strong collaboration between people. It is important for trust to be built up between all parties, which can be a challenge when the people are from different SIAM layers (CustomerIntegratorProvider) and organizations. We are looking for dedicated and talented people who tackle ever-changing challenges, customer needs, and questions from colleagues with clever concepts and creativity. Change the future with us: Service Integration As a process owner you will create, maintain and improve Siemens Complaint and Customer Satisfaction process with in ITSM Framework designed for Siemens Work closely with Use IT to improve end user experience. Screen customer requests to identify and design the most suitable solution. Coordinate the integration of the new service/solution into the ServiceNow Siemens Complaint and Customer Satisfaction module and relevant support frameworks. Coordinate provider activities to ensure the expected customer outcomes within defined timelines (ServiceNow configuration / ServiceNow features) Assess User Experience aspects of any new or transformed service to always ensure adherence with the final goal of user satisfaction. Process Management Oversee Siemens Complaint and Customer Satisfaction delivery, identifying and implementing corrective actions where applicable. Lead in the innovation and continuous improvement of the process. Ensure the delivery of Siemens Complaint and Customer Satisfaction Management outputs within expected timeframes and quality standards. Actively participate, where required, in proactive Siemens Complaint and Customer Satisfaction Management by identifying risks, trends and errors to be tackled Further the integration of Siemens Complaint and Customer Satisfaction Management with other ITSM processes. Participate in regular Performance review meeting with Providers and Stakeholders to plan and follow up on improvement topics relating to Siemens Complaint and Customer Satisfaction Management. ServiceNow Development Act as the product owner for the Siemens Complaint and Customer Satisfaction Management module and Agile development. Coordinate service development and implementation as Siemens Complaint and Customer Satisfaction Management Product Owner. Manage development stories end-to-end (define and create stories based on identified improvement areas or customer request support DevOps for requirement clarification test solutions before release). Support defect analysis impacting the Siemens Complaint and Customer Satisfaction Management module. Ensure that DevOps provider activities are aligned with the expected outputs, and within agreed timelines. Act in full coordination with other Product Owners allowing for cross-module alignment, maximizing benefits while building standard, comprehensive, and re-usable solutions.Performance Management Monitor the overall Siemens Complaint and Customer Satisfaction Management process performance. Proactively identify critical areas impacting process execution and user satisfaction. Have an analytical mindset to consider the different aspects of the Siemens Complaint and Customer Satisfaction Management process delivered worldwide to all Siemens Users, composed by multiple services, and executed by multiple providers. Involve and coordinate providers responsible for Siemens Complaint and Customer Satisfaction Management operations. We don't need superheroes, just super minds Bachelor's degree in Computer Science, Engineering or equivalent experience. At least 4 to 7 years of proven working experience as a Service manager in the information technology sector. At least 3 to 4 years of proven and direct working experience within the ITIL process. Consolidated and proven expertise on Service Desk practices. Advanced knowledge on additional ITSM processes (Major Incident & Incident Management, Knowledge Management, Change Management, Service Request Management…). Advance Knowledge on ITSM modules within ServiceNow. Expertise on Service Orchestration in a multi-provider environment. Knowledge on Agile Development. Knowledge in Service Transition. We've got quite a lot to offer. How about you This role is based in Pune. But you'll also get to visit other locations in India and globe, so you'll need to go where this journey takes you. In return, you'll get the chance to work with teams impacting entire cities, countries and the shape of things to come. We're Siemens. A collection of over 396,000 minds building the future, one day at a time in over 200 countries. We're dedicated to equality, and we welcome applications that reflect the diversity of the communities we work in. All employment decisions at Siemens are based on qualifications, merit and business need. Bring your curiosity and creativity and help us craft tomorrow. Organization: Information Technology Company: Siemens Technology and Services Private Limited Experience Level: Mid-level Professional Full / Part time: Full-time

Job Description : Are you looking at developing future leaders? Come join us at Siemens. This role is within the IT Global Hub organization, Integration Management Chapter, and directly within the Organization Integration (OI) Service. Working along

Skills: Devops, Process Development, Agile Methodology

Experience: 4.00-7.00 Years