.Richemont owns some of the world's leading luxury goods Maisons, with particular strengths in jewellery, fine watches and premium accessories. Each Maison represents a proud tradition of style, quality and craftsmanship and Richemont seeks to preserve the heritage and identity of each of its Maisons. At the same time, we are committed to innovation and designing new products which are in keeping with our Maisons' values, through a process of continuous creativity.You will serve as a key connection between business and tech teams by translating technical concepts to business audience and business information to a technical audience. You will manage incoming requests for new Catalog Items, updates to Catalog Items, and ServiceNow enhancements. You will perform testing of the deliverables; you will present the solutions to the requesters and facilitate the transition. Your primary accountability is ensuring accordance of the Service management and request management process with ServiceNow platform development strategy and ensuring Catalog homogeneity.Reporting Line: You report to the ITSM Manager.Key ResponsibilitiesPartner with the ServiceNow team to determine the best technical solution to address the requirements that you gather.Understand business needs, analyse, and define priorities in business and technical context and create functional and technical specifications. Maintain comprehensive documentation for configured processes.Assist with the development, and delivery of end user training.Provide support and guidance to end-users during the implementation and post-implementation phases.Communicate with stakeholders and update on request status and timelines.Take full responsibility for assigned items, ensuring functional standardization.Partner with team members to develop project schedules, reports, and documentation. Assists with platform upgrade efforts, including testing.Define and implement a continuous improvement life cycle to ensure that catalog items are reviewed and optimized.Analyse and evaluate existing business processes and systems to identify areas for improvement.Stay updated with industry trends and best practices to continually enhance business analysis processes.Create and maintain issue logs, schedule meetings, and take meeting minutes (when needed).Act as a team player, contributing to team evolution by enhancing processes, fostering innovation, and maintaining a proactive attitude to elevate service quality and drive engineering excellence.Facilitate knowledge transfer within and outside your team through presentations, coaching sessions, or other sharing practices.Knowledge, Skills & QualificationsStrong understanding of ServiceNow platform capabilities, modules, and functionalities.Knowledge of ITSM processes, including Request Management, Change Management, Configuration Management, Incident Management and Problem Management.Fluent written and oral English.Solid analytical and problem-solving skills
