â¢Responsible for ensuring the usability and overall quality of user experience for the AIG Self Service based on ServiceNow.
Responsiblities will include :
â¢Maintaining familiarity and currency with the developments and capabilities of the ServiceNow Service Portal
â¢Maintaining an overall plan and roadmap for the Service Portal
â¢Manage demands for modifications to the service portal. Detail user stories and hand over to production.
â¢Manage the graphical design, layout, flow and consistency of the portal.
â¢Receive and respond to end user feedback regarding the portal.
â¢Monitor and report on metrics regarding the usage, usability and end user satisfaction with the portal.
â¢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.
â¢Coordinate with Service owners to maintain service based content and navigation in the portal.