ITSM Process Expert

Location

Pune | India

Job description

• As a ITSM Process SME you ensure process compliance, provide consultancy for Service Management related topics across the organization and work closely together with Product Managers and process practitioners to focus on adoption and adherence, as well as continuous learning and improvement

• You provide guidance and best practices and you are able to transfer the process context to the individual needs across our product landscape
• Further on you ensure proper measurement opportunities of the Service Management performance (egKPI monitoring) and you closely collaborate with other Process Experts and the Service Management tool colleagues, in order to depict the processes properly in the tool and apply continuous improvement

Your key responsibilities:

• Provide and maintains an efficient IT Service Management framework by ensuring effective, efficient and integrated IT Service Management processes and standards.

• Provide advice and consulting to support on IT Service Management framework, processes, tools and standards and coordinates process improvement initiatives in close collaboration with Product Managers and practitioners based on the correspondent individual product setup

• Lead the design and implementation of processes, metrics, reports, and surveys as assigned that are practical, effective, innovative, robust, sustainable, and consistent with objectives.

• Provide input to identifying, documenting and implementing process improvement opportunities

• Ensure efficient and effective integration between assigned process areas and other related ITSM process areas

• Ensure up to date process documentation

• Align closely with other process experts to ensure consistency between ITSM processes

• Participate in cross functional process gap analysis and base-lining exercises to identify process improvement opportunities

• Support the global process lifecycle management framework including process definitions, process governance,operational activities

• Help to harmonize processes and tools across Informatics and adoption for specific products

• Define, measure and analyze KPI s to assess process capabilities and performance

• Represent the organization during the planning and strategy discussions in cross-functional process improvements

• Potentially owns / manages one of the global Service Management processes

Your qualifications and experience:

• 6-7 years of experience

• Bachelor / Masters degree in Information Technology/ Computer Science

• IT Service Management / ITIL experience or certification

• Deep understanding of Service Management platform capabilities (e.g. ServiceNow)

• Knowledge of other IT4IT tools

• Organizational knowledge

• System thinking (holistic view)

• Consultancy skills

• Outcome oriented

• Strategic thinking

• Analytical skills Able to analyze complex situations

• Coordination in complex environments

• Data Modeling

• Continuous Improvement mindset

• Adaptability Flexible and adaptive

• Complex problem solving

What you get:

• Great working environment with attractive compensation and rewards package (according to local regulations);

• Annual bonus payment based on performance;

• Access to various internal and external training platforms (e.g. Linkedin Learning);

• Experienced and professional colleagues and workplace that supports innovation;

• Multiple Savings Plans with Employer Match

• Company s emphasis on employees wellness and work-life balance ( (e.g. generous vacation days and OneRoche Wellness Days ),

• Flexible workplace policy;

• State of art working environment and facilities;

• And many more that the Talent Acquisition Partner will be happy to talk about!

Job tags

Salary