Partner Liaison Support
The ServiceNow Partner Liaison serves as the primary point of contact between their department and the Computing Services team. This role supports the successful onboarding, deployment, and ongoing management of departmental services within the ServiceNow platform.
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Roles & Responsibilities
Strategic Leadership & Primary Point of Contact
This is the most critical function, as the Liaison serves as the foundational link between their department and the centralized platform team.
- Primary Departmental Representative: Serves as the main point of contact for the Computing Services team, participating in partner meetings, office hours, and strategic coordination
- Catalog Strategy & Onboarding: Oversees the end-to-end development of the departmental service catalog, manages the Partner Workbook for onboarding, and defines project timelines for new service launches
- Builder & Deployment Oversight: Oversees the release cycle of departmental intake forms to ensure deployments align with broader organizational schedules
Operational Performance & Fulfillment Oversight
These duties ensure the department’s day-to-day case processing remains efficient and responsive.
- Case Fulfillment Monitoring: Supports departmental assignment groups by monitoring activity to ensure all requests are handled accurately and within established timelines
- Direct Operational Support: Acts as Level 1 support for both requesters and fulfillers, providing expert guidance on specific intake forms and general case management workflows
- Communication & Alert Monitoring: Oversees email communications to stay informed on service alerts, updates, or system-wide changes
Team Enablement & Process Optimization
This area focuses on maintaining a high standard of work and evolving services based on data and feedback.
- Comprehensive Staff Training: Ensures that current and new fulfillers (including designated Catalog Builders) complete required online training modules and follow internal departmental workflows
- Knowledge Sharing: Participates in training sessions and translates platform updates or process changes for the rest of the department
- Continuous Improvement: Identifies and provides feedback on opportunities to enhance departmental and service-level forms, workflows, and service delivery to improve the experience for both customers and support teams
Access & Security Compliance
These functions provide the necessary governance to keep departmental data safe.
- Access & Delegation Management: Maintains secondary contacts and delegates to ensure continuity of responsibility, while verifying that all team members have the appropriate platform roles and access levels
- Security Compliance: Promotes safe data practices by ensuring Personally Identifiable Information (PII) is excluded from case records and escalating any security issues immediately upon discovery
Support
Submit feedback, questions, or issues using the form.
For after-hours emergencies, call the Computing Services Help Desk at 412-268-4357.