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Consultant, Quality and Performance - External

Requisition ID:  43018
Job Location(s): 

Oragadam, IN

Segment:  Group Functions CFO
Job Function:  Excluded from IPE

Job Description

We are seeking a highly motivated and experienced IT Quality and Performance Management professional to join our team. This role will be instrumental in leveraging ServiceNow to optimize our IT service delivery, ensuring high quality, performance, and customer satisfaction. The successful candidate will be responsible for designing, implementing, and maintaining processes and reporting within ServiceNow to track, analyse, and improve IT performance metrics and overall goals within Site Support and Service Desk.
 

Job Responsibilities

  • Utilize ServiceNow's performance analytics and reporting features to monitor key performance indicators (KPIs) related to IT service delivery, including incident resolution times, service request fulfillment times, customer satisfaction, and availability. Develop and deliver regular reports to stakeholders on performance trends and identify areas for improvement.
  • Implement and maintain quality assurance processes within ServiceNow to ensure the accuracy, completeness, and consistency of data and configurations. This includes regular audits of ServiceNow instances, process adherence checks, and identification of potential data quality issues.
  • Identify opportunities to improve IT processes and workflows within ServiceNow. Collaborate with IT teams to implement process changes that enhance efficiency, reduce costs, and improve the user experience. This may involve leveraging ServiceNow's workflow automation capabilities.
  • Develop and maintain dashboards and reports within ServiceNow to visualize key performance indicators and provide insights into IT service performance. Present findings and recommendations to stakeholders.
  • Actively participate in continuous improvement initiatives to enhance the quality and performance of IT services delivered through ServiceNow. Stay current with best practices and emerging technologies related to IT service management and ServiceNow.

Background & Skills

  •  
  • Utilize ServiceNow's performance analytics and reporting features to monitor key performance indicators (KPIs) related to IT service delivery, including incident resolution times, service request fulfillment times, customer satisfaction, and availability. Develop and deliver regular reports to stakeholders on performance trends and identify areas for improvement.
  • Implement and maintain quality assurance processes within ServiceNow to ensure the accuracy, completeness, and consistency of data and configurations. This includes regular audits of ServiceNow instances, process adherence checks, and identification of potential data quality issues.
  • Identify opportunities to improve IT processes and workflows within ServiceNow. Collaborate with IT teams to implement process changes that enhance efficiency, reduce costs, and improve the user experience. This may involve leveraging ServiceNow's workflow automation capabilities.
  • Develop and maintain dashboards and reports within ServiceNow to visualize key performance indicators and provide insights into IT service performance. Present findings and recommendations to stakeholders.
  • Actively participate in continuous improvement initiatives to enhance the quality and performance of IT services delivered through ServiceNow. Stay current with best practices and emerging technologies related to IT service management and ServiceNow.

Danfoss – Engineering Tomorrow

At Danfoss, we are engineering solutions that allow the world to use resources in smarter ways - driving the sustainable transformation of tomorrow. No transformation has ever been started without a group of passionate, dedicated and empowered people. We believe that innovation and great results are driven by the right mix of people with diverse backgrounds, personalities, skills, and perspectives, reflecting the world in which we do business. To make sure the mix of people works, we strive to create an inclusive work environment where people of all backgrounds are treated equally, respected, and valued for who they are. It is a strong priority within Danfoss to improve the health, working environment and safety of our employees.

Following our founder’s mindset “action speaks louder than words”, we set ourselves ambitious targets to protect the environment by embarking on a plan to become CO2 neutral latest by 2030.

 

 

Danfoss engineers solutions that increase machine productivity, reduce emissions, lower energy consumption, and enable electrification.

Our solutions are used in such areas as refrigeration, air conditioning, heating, power conversion, motor control, industrial machinery, automotive, marine, and off- and on-highway equipment. We also provide solutions for renewable energy, such as solar and wind power, as well as district-energy infrastructure for cities.

Our innovative engineering dates back to 1933. Danfoss is family-owned, employing more than 39.000 people, serving customers in more than 100 countries through a global footprint of 95 factories.
 

 

Danfoss engineers solutions that increase machine productivity, reduce emissions, lower energy consumption, and enable electrification.

Our solutions are used in such areas as refrigeration, air conditioning, heating, power conversion, motor control, industrial machinery, automotive, marine, and off- and on-highway equipment. We also provide solutions for renewable energy, such as solar and wind power, as well as district-energy infrastructure for cities.

Our innovative engineering dates back to 1933. Danfoss is family-owned, employing more than 39.360 people, serving customers in more than 100 countries through a global footprint of 95 factories.
 

 

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