•Responsible for ensuring the usability and overall quality of user experience for the AIG Self Service based on ServiceNow.

Responsiblities will include :

•Maintaining familiarity and currency with the developments and capabilities of the ServiceNow Service Portal

•Maintaining an overall plan and roadmap for the Service Portal

•Manage demands for modifications to the service portal. Detail user stories and hand over to production.

•Manage the graphical design, layout, flow and consistency of the portal.

•Receive and respond to end user feedback regarding the portal.

•Monitor and report on metrics regarding the usage, usability and end user satisfaction with the portal.

•Monitor the quality of content in the portal. Work with the service catalog and knowledge management teams to improve or modify portal displayed content as necessary.

•Coordinate with Service owners to maintain service based content and navigation in the portal.