4 Servicenow Implementation jobs in Nigeria

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Lagos Full Time

IT & Telecoms Confidential

• Minimum Qualification :
• Experience Level : Executive level
• Experience Length : 10 years

• Provide a framework to structure and manage service-related activities and interactions of technical personnel with customers and clients towards achieving customer commitment, thereby realizing customer retention and growth along new and existing business lines.
• Lead, mentor, and manage teams responsible for IT service management and governance.
• Foster a high-performance culture, promoting collaboration, innovation, and professional development.
• Attract, retain, and develop top talent within the service management and governance organization.
• Execute and achieve Systegra's 5-year financial objectives of delivering 25% of revenue whilst targeting the 50% year-on-year growth in Interswitch 4.5.6 strategy plan.
• Oversee the IT service management lifecycle, including incident management, problem management, change management, and service desk operations.
• Ensure that products and services are delivered in accordance with agreed service levels and meet the needs of the business.
• Develop and implement customer value realization policies, procedures, and best practices in alignment with the ITIL framework.
• Drive and implement approved governance frameworks to ensure products and services align with business objectives and comply with regulatory requirements.
• Monitor compliance with governance frameworks and service management policies, conducting regular audits and assessments to ensure adherence to standards.
• Support the Managing Directors, Country Managers, and investment companies in the Africa region to set up their service management practice as it relates to Systegra business operations.
  Lead and manage the service management team (within Systegra Division) and the Operations Management team (within the Tech & Operations group) to deliver on business goals and objectives whilst adhering to company policy and culture principles.

RESPONSIBILITIES

Service Strategy

• Develop and implement service strategies to meet customer needs and improve service quality.
• Manage strategic client and customer relationships to ensure satisfaction and loyalty.
• Manage stakeholder relationships between Systegra and other business units.
  Provide governance in compliance, risk management, and oversee the implementation of initiatives to meet maturity targets.

Functional Strategy Formation and Implementation

• Develop and communicate a service management vision aligned with corporate strategy and ITIL.
• Review service management policies periodically for ITIL alignment and industry best practices.
• Integrate emerging technologies into service operations using ITSM frameworks.
• Establish a continuous service improvement framework (ITIL's CSI model).
• Champion a service excellence culture aligned with ITIL.
• Lead cross-departmental forums to align service strategies company-wide.
• Develop strategy to meet medium-term business needs, anticipate challenges, and drive execution.
• Translate strategy into operational plans and deliverables.
  Present impactful data, analytics, and recommendations to stakeholders.

Leadership and Direction

• Lead and fulfill business plans for key functional areas.
• Establish a framework for coaching, mentoring, and training.
• Plan team resource requirements.
• Set and manage performance objectives for direct reports.
  Provide performance feedback and corrective actions as needed.

Organizational Risk Management

• Manage Interswitch's Enterprise Risk Management (ERM) processes.
• Identify trends and tools to support ERM framework development.
• Design initiatives to mitigate risk and gain Group CRO approval.
• Ensure corrective actions are implemented following risk assessments.
• Monitor integrated risk views across the organization.
  Develop risk aggregation methods and total exposure metrics.

Client and Customer Management

• Act as liaison to key internal customers and maintain strong engagements.
• Drive compliance within regulated areas of Systegra's business.
  Collaborate with Sales, Business Implementation, and Support teams to ensure customer satisfaction.

Team Development and Performance Management

• Build a high-performance team through strategic hiring and skill development (e.g., ITIL certifications).
• Define clear performance metrics and conduct regular reviews.
• Plan for leadership development and succession.
• Promote a collaborative, innovative, and knowledge-sharing environment.
• Design and implement incentive programs for exceptional service.
  Foster a feedback culture that supports team and individual growth.

EDUCATION

• University/Postgraduate degree in any social science discipline.
• Strong industry/sector participation.
• Relevant professional certifications such as:
• Customer Service Management Professional (CSMP)
• Certified Client Service Specialist (CCSS)
• Certified Support Manager (CSM)
• ITIL v4 Certification

EXPERIENCE

General Experience

• 10+ years in IT service management, governance, or a related field.
• Proven experience in leadership, managing large teams and operations.
  Practical experience with ITIL and ITSM tools.

Managerial Experience

7+ years interpreting strategy and policy to set and deliver objectives across mid- to long-term time frames.

Due to the high volume of applications, only shortlisted candidates will be contacted.

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About the Role:

This is our new social APP business , Join our dynamic team In this role, you will be the frontline of our agency management, ensuring a vibrant and positive environment for our users. You will play a key part in nurturing our community and facilitating smooth communication.

Key Responsibilities:

• Monitor and manage daily activities within agencies/communities.
• Post official announcements, notifications, and campaign updates.
• Respond to user inquiries and messages promptly and professionally.
• Engage with community members through warm greetings and active interaction.

Who We Are Looking For:

• Diligent, reliable, and possesses a strong sense of responsibility.
• No prior experience is required—we value attitude and willingness to learn
• Prior experience in customer service, administration, or a client-facing role is a plus.
• Fresh graduates and interns are encouraged to apply.

What We Offer:

A stable schedule (Monday to Friday, 10:00 AM – 6:00 PM).

Stable basic income and incentive bonuses

As the face of the company, you will engage daily with doctors, nurses, admins, pharmacists, and other hospital staff both onsite and remotely (via phone, email, chat). You will help diagnose and resolve issues, capture feedback, understand pain points, and communicate your findings with the Product and Engineering team to improve the usability of the Intron application. You will also seek out opportunities to extend our reach to high-interest, high-value hospitals, igniting their interest in our technology and inspiring them to embrace the future of digitized care.

Your Key Responsibilities

• You will develop a deep knowledge of the application and system.
• You will interact with doctors, nurses, patients, and various stakeholders/disciplines within the hospital, understanding their concerns and pain points, and translating those into action points to improve the usability of the application.
• You will partner with their hospital partners to effectively diagnose and resolve issues onsite (primary channel) and through phone, email, and chat, and engage with our product and engineering teams using established processes.
• You will answer how-to questions and help users navigate a variety of tools on the platform, helping them use more of their platform or remove roadblocks.
• You will onboard new hospitals to their platform and train hospital staff to use the Intron software.
• You will communicate thoughtful, customized solutions that help users move forward and grow their business.
• You will keep records of customer interactions, transactions, comments, and complaints.
• You will show composure, resilience, and flexibility as user needs evolve and case volume changes.

The ideal candidate should.

• Have a Bachelor's Degree or equivalent
• Have 2+ years of proven customer support/service experience OR direct interaction with clinical and non-clinical staff in a hospital setting.
• Have ability to stay calm when customers are stressed or upset.
• Be comfortable using computers (Google Docs/Sheets/Slides, MS Word/Excel/PowerPoint, )
• Be personable, affable, good communicators.
• Have demonstrated experience working with people and are passionate about user experience
• Autonomously troubleshoot and further investigate to fix a problem
• Be comfortable working with a remote team
• Be comfortable prospecting for and initiating contacts with hospital administrators
• Conduct exceptional presentations
• Be comfortable conducting product demonstrations and coordinating product trials
• Have clinical/Healthcare/Hospital experience but is not required.
• Have experience training people to use software is a plus not required.

Your Importance as a Specialist
You are crucial in ensuring that their technology effectively integrates into the daily operations of hospitals. By providing hands-on support and training, the specialist helps hospital staff maximize the benefits of their speech recognition and EMR systems, leading to improved patient care and operational efficiency.

Unique challenges you will have to overcome.
This would involve diagnosing and resolving technical problems quickly to minimize disruption in hospital operations, bridging communication gaps between hospital staff and the product/engineering teams to accurately convey issues and feedback and managing the evolving needs and priorities of users while maintaining composure and providing consistent support.

The goodies.

• Competitive salary
• Stock options

Please not that this is a contract role subject to renewal based on performance