Operations Specialist - ESM

Operations Specialist - ESM

Location: [Hyderabad, India]

About the Job

The Operations Specialist ESM plays a critical role in supporting the operational excellence of Enterprise Service Management (ESM) processes following the strategic ESM rollout for Medical Services. This position serves as the vital bridge between Global Business Units (GBUs) , Medical Services, and Service Excellence team within Business operations, ensuring seamless integration and operational control.

As the primary point of contact (Medical services internal), this role is instrumental in maintaining the integrity of ESM Medical Services core operational model while providing essential technical support and data administration services. The specialist will be responsible for ensuring the ESM platform operates efficiently, enabling Medical Services to maintain full operational control and deliver exceptional service to internal stakeholders.

ESM Subject Matter Expertise

• Serve as the primary Single Point of Contact (SPOC) for all ESM related activities (Data management in ESM, User guides, Enabling / disabling access, Group management, KB articles etc.) within BO Medical (inc. system enhancements identifying opportunities for enhancement of the system to ensure it serves the purpose of Medical services tracking, reporting)
• Act as the guardian and steward of the Medical services ESM model, ensuring its integrity and optimal performance
• Provide expert guidance on system, enhancements and best practices to all functions in BO Medical

Data Administration & Business System Ownership

• Manage configuration BAU changes (e.g. managing assignment group, deliverables, standard roles etc.)

• Ensure data integrity across all ESM Medical Services modules and interfaces in collaboration with the BO Digital Team
• Execute testing for system updates, patches, and enhancements in coordination with BO Service Excellence team

Universal Request Management (L1 Support)

• Own and resolve Universal Requests (UR) submitted through the ServiceNow "Get Help" feature
• Provide first-level process subject matter support to end-users, ensuring rapid issue resolution
• Maintain comprehensive documentation of support activities and resolution procedures
• Collaborate with CSM module teams to ensure proper routing of business requests outside UR scope

Knowledge Base Article (KB) Contributor

• Support the update and improvement of Knowledge Base Articles based on L1 support insights
• Leverage frontline visibility on user queries and recurring issues to identify content gaps and improvement opportunities
• Propose updates, clarifications, and new article suggestions to enhance self-service capabilities
• Collaborate with Service Owners who retain full accountability for KBA content accuracy and approval
• Contribute to reducing ticket volume by ensuring knowledge articles address common user pain points
• Document emerging trends and frequently asked questions to inform knowledge management strategy

Experience:

• 3-5 years of experience working in an ESM (ServiceNow preferred)
• Proficient in ServiceNow ESM modules, including backend configuration and data management will be an added advantage
• Understanding of ESM frameworks and best practices
• Experience with data analysis, reporting
• Familiarity with change management and incident resolution processes

Soft and Technical Skills:

• Excellent communication and interpersonal skills with ability to work across diverse teams
• Strong analytical and problem-solving capabilities
• Customer service orientation with focus on user experience
• Ability to work independently and manage multiple priorities effectively
• Demonstratable learning agility

Key Competencies:

• Operational Excellence: Commitment to maintaining high standards of service delivery and continuous improvement
• Cross-functional Collaboration: Ability to work effectively with GBUs, Medical Services teams, and various stakeholders
• Technical Acumen: Strong technical skills combined with business process understanding
• Customer Focus: Dedication to providing internal customer service and support
• Adaptability: Flexibility to adapt to changing business needs and technological advancements
• Attention to Detail: Precision in data management and system configuration activities
• Knowledge Sharing: Commitment to documenting insights and contributing to organizational learning

Education:

Bachelor's degree

Languages:

[English Excellent]