Proactively gather and organize/document data/information from functional owners / different sources to help identify improvement opportunities in ITSM processes
Run process modelling and development activities, and documentation of process flows, guides, procedures, work instructions, and other communication materials
Supports the development and execution of test scenarios designed to validate the functionality of processes being designed and built before implementing to production
Reporting and analysis of process metrics and performance
Work with leaders and various stakeholders to ensure that process metrics and KPIs are reflective of performance and quality
Coordinate and perform ongoing quality checks and internal audits to ensure compliance with agreed and aligned processes
Monitoring and reporting of process maturity and progress throughout the continuous improvement projects and initiatives
Facilitate and deliver process and ITSM training sessions, workshops, and knowledge-transfer activities to ensure stakeholders understand and effectively adopt new or updated processes
Qualifications
The Requirements:
At least 5 years professional experience in a Quality / Process Improvement / Operational Excellence function in a shared services environment preferably on a global team
Proficiency in MS Office applications such as Visio, Excel, PowerPoint, Word, PowerBI
Attention to details as well as tested organizational skills
Proven ability to work effectively with cross functional teams
Ability to quickly learn and navigate new processes, tools, people and cultures
