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)