Aon
Location
Gurgaon | India
Job description
Primary Responsibilities
. Own the successful onboarding of the identified work and manage the remediation plan
. Ensure the capability assessment of the unit getting on-boarded is performed
. Managing Operational Governance and driving process and platform enrichment initiatives
. Internal communication and socialization, trainings and adoption for IT Service Management processes and platform
. Work with teams to identify redundancy and pain areas in existing process and determine plan to remediate it as part of the CSI Initiatives
. Drive implementation of training programs, support in determining training needs and facilitating them
. Review Current Interaction model and define future interaction model
. Finalize Knowledge Transfer Approach, prepare and manage Knowledge Transfer Plan
. Uncover the risks of onboarding and seek approval from business stakeholders on same
Competencies
. Knowledge of ITIL with experience of successful implementations. ITIL foundation Certification preferred.
. Project Management and consulting skills with ability to establish alliances through recognition of dependencies, driving partnership and commitment
. Knowledge /Exposure on any Continuous Improvement framework /Methodology (e.g. Six sigma, Lean, IDEAL, PDCA)
. Strong logical and problem solving skills. Ability to identify waste in environment and help build efficiency in operations
. Knowledge of Software Metrics and Measurements with working experience in data analysis. Ability to define and measure metrics which will help manage day to day operations better
. Possess expert knowledge and practical application of problem solving 8D, 6 HATs, PDCA and DMAIC tools and methodologies
. In-depth knowledge of ServiceNow capabilities and features is added advantage
. Should have an overall organizational perspective while driving initiatives
. Implementation experience of Audit process and procedures
. Excellent in written and verbal communication are must. Experience in publishing newsletters or chronicle is preferred
Soft Skills required
. Process driven approach and continual service improvement mindset
. Attention to detail and must have passion for driving initiatives/projects
. Should be able to deliver with changing priorities and flexibility to work in shifts and stretch
. Must be a team player and have the ability to interact with multiple levels of personnel within the organization
. Must possess organizational proficiencies to multitask and work in a fast-paced environment with minimum supervision.
. Must have strong problem-solving skills using analytics, logic and reasoning and be able to come up with out of box and flexible solutions
. Must be highly motivated, self-starting, and committed to achieve results and have a strong sense of ownership and follow through to resolution
Formal Education & Certification
. Bachelor's degree in computer science, or a related field of study
. A minimum of 10+ years of work experience including at least 3-4 years in IT Operations and Technology Service Management
. Excellent communication skills and the ability to influence and manage people through across matrix reporting structure.
. Ability to synthesize qualitative and quantitative data quickly and draw meaningful insights
. Knowledge of Programme/Project Management methodologies with full Project reporting and governance.
. ITIL and Green Belt Certified - Added advantage
. Ability to work effectively in a Global Virtual Environment, Flexible shift availability required
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