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As a member of the McDonald’s Global
Technology Services – Service Café (ServiceNow) Team, this individual will
perform and supply Service Café Business relationship management tasks for
strategic and customer-driven initiatives. We need a collaborative and self-directed
individual who, in partnership with other team members, will be responsible for
financials related to projects and licensing, have the ability to communicate
with customers in a non- technical manner, have the ability to explain and
train the Service Café (ServiceNow) technologies and approve Service Café
(ServiceNow) Requests and Knowledge articles.
The successful candidate knows
how to balance a strong results-orientation with continuous improvement. This role
includes understanding the data within Service Café (ServiceNow), creating
documentation and presentations and necessitating strong interpersonal and
influencing skills.
Furthermore,
this role will need the ability to work with McDonald’s finance and other
managerial levels.

·
A
four year degree or equivalent experience


·
Strong
knowledge of advanced Excel and all Microsoft office applications


·
Experience
with Internal and external documentation aligned to the appropriate audience


·
Strong
understanding of McDonald’s business and structure or similar businesses


·
A
minimum of 2+ years working with business stakeholder and/or management


·
A
minimum of 2+ years’ experience with financial activities such as AR, AP,
budgeting and chargebacks.


·
Experience
with all ServiceNow ITSM modules, ITBM a plus


·
ITIL
foundation certification a plus


·
Ability
to work collaboratively in a fast-paced environment


·
Excellent
written, verbal, and meeting facilitation skills

·
Assist program governance and thought leadership
for Service Café service delivery


·
Act as a point-of-contact for financial needs
related to Service Café including monthly chargebacks, license review and cost
center alignment; and license dashboard.


·
Assist with Service Café adoption, qualify demand
and communicate pricing for Service Cafe


·
Responsible for onboarding markets, vendors and new
corporate businesses to the Service Café (ServiceNow) platform


·
Responsible for creating/modifying repeatable
onboarding processes


·
Responsible for first line review of Service Café intake
requests and Service Café self-service request forms (Service Catalog). Coordinating with Service Café operations to ensure
customer satisfaction.


·
Responsible for the knowledge base structure as
well as the review and approval of all Service Café owned knowledge articles.
Coordinate with the corporate service desk to ensure customer awareness.


·
Communication coordinator for Service Café.
Managing the Service Café management mailbox and distribution lists. Produce formal, release, and communication
announcements and defines the audience.


·
Provide status and escalations from customers to the
Service Café service delivery manager and platform executive


·
Coordinator for Service Café forums and meetings to
improve customer engagements


·
Responsible for data policies, reporting and
automated governance of key data components that drive Service Café
(ServiceNow).


·
Owner of Service Cafe SharePoint site, granting
access and created understandable structure. Ensure process and procedures are
published and gaps are addressed.


·
Serve as a responsible party for the Service Café administration,
configuration & librarian


·
Assist McDonald’s with best practices for ITIL framework
with a strong emphasis on Configuration Management


·
Review McDonald’s business objectives, goals and future
needs with relationship to ServiceNow modules and functionality (current and
future releases)

Read Full Job Description

Technology we use

  • Engineering
  • Product
    • .NETLanguages
    • C#Languages
    • C++Languages
    • JavaLanguages
    • JavascriptLanguages
    • SqlLanguages
    • SwiftLanguages
    • CustomLanguages
    • jQuery UILibraries
    • ReactLibraries
    • CustomLibraries
    • AngularJSFrameworks
    • ASP.NETFrameworks
    • ExpressFrameworks
    • HadoopFrameworks
    • Node.jsFrameworks
    • SparkFrameworks
    • SpringFrameworks
    • TensorFlowFrameworks
    • CustomFrameworks
    • CassandraDatabases
    • HBaseDatabases
    • Microsoft SQL ServerDatabases
    • OracleDatabases
    • RedisDatabases
    • SQLiteDatabases
    • TeradataDatabases
    • CustomDatabases
    • CustomAnalytics
    • CustomDesign
    • Custom Management

Location

In the heart of the West Loop, a vibrant and rapidly growing tech neighborhood. Our new HQ is accessible by all forms of transportation.

An Insider's view of McDonald's Technology

What’s the vibe like in the office?

The entrepreneurial spirit at McDonald’s is noticeable at all levels. People inspire; people are nimble; people are team-driven; people are focused on evolving and improving. When you walk around the space, you can feel the energy that comes from collaboration and problem-solving. I am motivated to push myself every day.

Jen

Product Manager, Global Mobile App

What kinds of technical challenges do you and your team face?

We are providing insights and real time event data for decision making and marketing activation at a scale very few other companies can compare to. We are moving from a 1 to many CRM strategy to a 1 to 1 contextual and personalized experience for our customers and are watching our data drive the direction of feature development within McDonald’s.

Eric

Sr. Manager, Digital Analytics

What does career growth look like on your team?

Working at a company of this Global scale has stretched my skills like never before. The sheer number and variety of customers using the product I work on every day is both challenging and exhilarating; developing my skillset in a way that would be hard to match elsewhere

Jade

Sr. Product Manager, Kiosk

What's the biggest problem your team is solving?

McDonald’s has a few consistent challenges that we’re always solving for - scale and flexibility are critical. Every piece of technology that we build has to be scalable to 30,000+ restaurants! The second challenge is flexibility –we need to provide a consistent and reliable experience, and every restaurant is unique!

Whitney

Product Capabilities and Innovation

What are McDonald's Technology Perks + Benefits

Culture
Volunteer in local community
Open office floor plan
Health Insurance & Wellness Benefits
Disability Insurance
McDonald's provides both short and long term disability benefits at no cost to you.
Dental Benefits
McDonald’s Dental Plans allows you to see the dentist of your choice and provides coverage for preventive, basic, major and orthodontic care at 100%.
Vision Benefits
McDonald's Vision Plan provides eye exam coverage and benefits that reduce your costs for prescription eyewear, contact lenses and laser vision correction.
Health Insurance Benefits
McDonald’s offers medical plan options to help pay for the cost of health care when you need it. During enrollment, you can sign up for the insurance and pick which plan is best for you.
Life Insurance
McDonald’s automatically gives you basic life, dependent life, accidental death and dismemberment (AD&D) and Business Travel Accident Insurance (BTA) at no cost to you.
Onsite Gym
We have an 8000 square foot gym on our 9th floor with best-in-class equipment, classes, personal training, and magnificent views of the city!
Retirement & Stock Options Benefits
401(K) Matching
Once you’re eligible for the company match, McDonald’s will match your contributions with $1 for each $1 you contribute up to a maximum of 6% of your annual pay, up to IRS limits.
Performance Bonus
Match charitable contributions
McDonald’s Matching Gifts Program encourages employee support of not-for-profit organizations. Under this program, McDonald’s gives $1 for every $1 you contribute, up to $5,000 a year.
Child Care & Parental Leave Benefits
Child Care Benefits
McDonald’s has agreements for employee child care discounts to help you with the cost of child care while you work.
Generous Parental Leave
McDonald’s provides four types of Parental Leave, and you may be eligible for one or more of the types of leave listed: Paid Parental Leave, Maternity Leave, Adoption Leave, Unpaid Parental Leave.
Flexible Work Schedule
McDonald's provides employees with a flexible work schedule that includes Summer hours, Core hours, Compressed week, Flexible start and end times.
Family Medical Leave
The Family and Medical Leave Act (FMLA) and certain state laws allow you to take unpaid leave to care for yourself and your qualified family members, as long as you are eligible.
Adoption Assistance
McDonald’s Adoption Assistance Program helps with the costs of adopting a child. The child must be under age 18 and not related to you by blood or marriage.
Vacation & Time Off Benefits
Generous PTO
McDonald's employees receive between 15 and 25 days per year of paid time off based on years of service.
Sabbatical
Eligible employees get 40 days of paid sabbatical after their first 10 years of working at McDonald's
Paid Holidays
Paid Sick Days
McDonald's employees receive 100 hours per year of paid sick leave.
Perks & Discounts
Casual Dress
Commuter Benefits
Happy Hours
Happy hours are hosted on Thursdays in the summer, and twice a month on Thursdays during the remainder of the year.
Parking
McDonald's offers employees paid on-site garage parking.
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Diversity Program
Continuing Education stipend
Paid industry certifications
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