Tickets and Demand Triaging: Bring structure to incoming queries, incidents, access requests and enhancement ideas by clarifying the problem, user groups, urgency and impact; route each item correctly and recommend whether it progresses, is redirected or addressed via guidance or training.
Requirements and Impact Assessment: Convert validated needs into detailed problem statements, requirements, user stories and acceptance criteria; assess implications across processes, user journeys, data, integrations, access, privacy and security; identify gaps, dependencies and risks and involve specialists where required; maintain traceability from need to validation outcome.
Maintain complete and auditable records in ServiceNow and other tools. De-duplicate and link related items. Clarify readiness and provide evidence for prioritisation. Ensure ownership, next actions, and partner communications are clear. Monitor progress and raise blockers through governance.
Evaluate options with HRIT and vendors based on original requirements and the broader product landscape. Coordinate business validation and end-user testing, including scenarios, acceptance criteria, participation, results, and defect management. Confirm outcomes and ensure gaps are detailed and addressed. Support release readiness and change planning.
Provide timely and transparent updates on status, decisions, and next steps. Explain product and technical details in accessible language. Set realistic expectations while building confidence that requests are understood and managed consistently.
Collaboration and Portfolio Support: Build strong working relationships across product, process, HRIT and vendor teams; develop broad knowledge of the portfolio to provide flexible support across products as priorities shift; supply to team resilience through knowledge sharing, documentation and coverage.