Service Process Designer/Trainer

The Role

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
Create and develop training plan and materials; and conduct and facilitate ITSM Process training and process awareness campaigns

- At least 5 years’ professional experience in a Quality / Process Improvement / Operational Excellence/Training function in a shared services environment preferably on a global team