Description

Responsibilities:

• Define / develop / enhance / document / implement / govern and champion ITIL processes inclusive of Incident Management, Change Management, Problem Management, Service Request Management – articulating roles and respective responsibilities.
• Collaborate with Technology teams to establish, enhance and maintain service catalogs defining offered services and respective performance metrics
• Establish / Monitor / Track performance indicators / SLAs and take respective actions for non-conformance
• Establish and implement governance and oversight of ITSM processes to ensure currency and adherence
• Drive more efficient / effective operational processes, procedures, controls, and technologies with measurable reduction of risk and continual IT service improvement
• Establish and operate a Configuration Management Database (CMDB) that is tightly integrated into the ITSM processes
• Conduct audits and maturity assessments to identify areas for improvement and adherence to defined standards
• Design for an improved user experience, from the initial contact for support via a portal or other mean, considering self-service capabilities, automation, user communication and engagement until resolution
• Partner with relevant stakeholders / process owners to build out Knowledge Management capabilities, performance measures, dashboards.
• Generate and present data analytics, visualizations and actionable insights, collaborating with global teams and leaders to understand and drive areas of improvement
• Accountable for ensuring that processes are fit for purpose, efficient and effective and align with business requirements and strategy

Qualifications:

• Expert knowledge of ITIL framework and have managed transformation and ongoing operations of Service Management processes
• Experience designing and managing ITSM processes within Service Now including but not limited to, Request Management, Knowledge Management, Service Level Management, Incident Management, with a user centric approach including automations and Self Service
• Strong ITSM knowledge and ability to demonstrate and clearly articulate understanding of Process Management & Governance
• Significant experience with systems analysis and design, business requirement definitions, data and process modeling, system workflow definition and implementation
• Demonstrated experience in leading process improvement and organization change initiative
• ITIL accreditation or equivalent
• Business Process Design & Modelling
• Strong organizational, stakeholder management, influencing and negotiation skills
• User engagement and requirements gathering

Key Skills

Education

Bachelor's degree