Contents
Access SNOW (Service Now) Intake Form.. 1
Complete the Required Fields. 1
Submitting the Request. 4
Reviewing Status of Submitted Requests. 4
Cancelling or Withdrawing Requests

Access SNOW (Service Now) Intake Form
To initiate a SNOW ticket, follow the below steps. This ticket form should be used for any new project, process enhancement, or break in production fix.

• Click on SNOW Project/Enhancement Request

• From the intranet home page:
  • Select the option for Tech Help.
  • Click on Request Something.
  • In the search box enter “Project” and hit <enter>.
  • Select the option for Project/Enhancement Request from the returned search results.

Note: New project or enhancement requests can be entered only by Managers and above.
 

Complete the Required Fields

• *Requested by: auto populated with user’s name however may be updated if necessary
• *Executive Request: select Yes or No from the dropdown
  • If Yes is selected, a new required field will pop up requiring the name of the EVP or above requesting this item
• *Priority: select the appropriate option
  • 1 – Critical: there is a break in current functionality that is impacting business with no workaround or there is a legal/compliance requirement needing immediate resolution due to a break in business process with not workaround
  • 2 – High: top priority for business, not tied to a break in current functionality or business process; workaround present but not sustainable for an extended period of time
  • 3 – Medium: not tied to a break in current functionality or business process; workaround present and sustainable for moderate but not extended period of time
  • 4 – Low: nice to have enhancement or minimal priority against other initiatives; workaround present and sustainable
• Executive Sponsor: if known, the name of the executive sponsoring the project/enhancement

• *Business SME: name of the best contact for the Product and Technology team to contact with follow-up questions
• *Needed by specific date?: select Yes or No from the dropdown
  • If Yes is selected, two new required fields will pop up for the date and reason for the specified date.
• *Request Name: brief name of the project/enhancement/break that easily identifies the request
• *Request Description: detailed description of the project/enhancement/break that provides details around what is currently occurring and what is desired
• *Primary Product: use the drop down to select the product in which the project/enhancement/break is being requested
• Other primary product: if known, type in any other products that are impacted by the request
• *Request Type: select the appropriate option
  • New project: new functionality to be incorporated into the requested product, replacement of existing functionality completed elsewhere
  • Defect: break in existing functionality already completed within the product
  • Research: request to determine feasibility of a new request, either project or enhancement, or request to explain existing functionality
  • Enhancement: change to existing functionality already completed within the product, including changes due to legal/compliance/change of law updates to existing functionality
  • Other: use when the type is unknown and provide as much information as possible in the required text box that pop ups
• *Request Category: select the appropriate option
  • Compliance: any request that ties back to a compliance item
  • Reporting Support: any request that ties back to operational or executive reporting
  • Investor Changes: any request that ties back to Investor changes that alter business processes
  • Skill Updates: any request that ties back to updating permissions of users
  • Data Changes: any request that introduces or updates data fields utilized by the business process
  • Other: use when the category is unknown and provide as much information as possible in the required text box that pop ups
• Loan Number: if known, provide a loan number(s) that will support examples of the changes requested
• Screenshots/Supporting Docs attached?: select Yes or No from the dropdown
  • If Yes is selected, you will be required to attach documents prior to submission
• *Problem Statement: enter details around the problem currently being faced by the business for which this request should aim to solve
• *How was the problem identified?: enter details around how the problem occurs, including steps the user takes leading up to the problem if possible
• *Departments impacted: use the drop down to select the department for which the project/enhancement/break is being requested
• Other Departments: if known, enter any other Departments impacted by the request

• Sub-Servicing Client: if known, enter the name of the sub-servicing client
• *Is there a manual workaround in place?: select the appropriate response
  • If No is selected, a new required question will pop up asking if one can be created
• *Do current policies and procedures exist?: select the appropriate response
  • If Yes is selected, a new required field will pop up asking for the location
• Do current state process flows exist?: if known, select the appropriate response
• *Regulatory/Compliance Required?: select Yes or No from the dropdown
  • If Yes is selected, you will be required to enter the below information
    • What is the requirement?
    • Which regulatory group requires this?
    • Is there a mandatory date?
    • Date Mr. Cooper was notified of this mandate?
• *Project justification: provide details around justification, including impacts to customers, associates, and business objectives
• *Benefit statement: provide details around tangible benefits of the request
• *Does this support Strategic Corporate Goals?: select Yes or No from the dropdown
  • If Yes is selected, you will be required to enter the goal associated with the request
• *Is request tied to a business budget objective?: select Yes or No from the dropdown
• *How will this improve the associate impact?: provide details around benefits to the associates with this request
• *How will this improve the customer experience?: provide details around benefits to the customer with this request
• *Benefit Category: select the appropriate option
  • FTE Reduction: use when the request is tied to FTE reduction
  • Efficiency Gain: use when the request does not have an FTE or cost save but will bring more efficiency to the overall process and reduce risk
  • Cost Avoidance: use when the request is tied to saving on costs of operation
  • User Experience: use when the request does not have an FTE or cost save but will provide the end user with a more functional and productive experience
  • Customer Satisfaction: use when the request does not have an FTE or cost save but will increase customer satisfaction.

• • Compliance: use when the request is tied to a compliance finding
  • Other: use when category is unknown

Submitting the Request

• Keep note of the Request ID, typically in the format PO#, for any further escalation or inquiry needed.
• You will receive a confirmation email from IT Service Desk containing submitted details and a link to the request.
• The Product Owner or Manager for the impacted product will contact you with any further questions or to schedule necessary requirement gathering sessions.

Reviewing Status of Submitted Requests

• Refer to the email confirmation and navigate to the request following the link provided

• Navigate to SNOW Project Requests
• Enter your name in the Requested by field or enter the PO# in the Request ID field
• Click on the Request ID for the line item which you want to review

If you have questions on your open request, please contact the Product Owner, or other representative, to which your request is assigned.

Cancelling or Withdrawing Requests

If it is determined the request is no longer needed, send an email to the assigned Product Owner or other assigned Project partner advising the request can be cancelled. Include any executive approvals and reasoning with the email. The assigned contact will update the ticket accordingly and no further action is needed.