Description
The Finance Support Governance Manager leads the governance and oversight framework for Finance and Engagement Management support operations across Level 1 and Level 2 teams. This role is responsible for driving service excellence within ServiceNow, improving end-to-end incident management, establishing standardized processes, enhancing transparency through analytics and reporting, and holding cross-functional teams accountable to defined service standards. The Manager partners closely with Finance, Engagement Management, Technology, and Operations leaders to reduce ticket hopping, improve resolution times, and enhance overall user experience.
Key Responsibilities
Establish and lead the Finance Support Governance framework across Level 1 and Level 2 support teams.
Define and implement standardized incident management processes, including clear ownership models and escalation paths.
Drive reduction of ticket reassignments (‘ticket hopping’) and backlog/agin...