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Service Process Optimization Specialist

2 weeks ago

Manila, National Capital Region, Philippines Willis Towers Watson Full time
Job Summary

We are seeking an exceptional Service Process Optimization Specialist to join our team. The ideal candidate will have a proven track record in process improvement and design, with experience in IT service management (ITSM) processes.

About the Role
The Service Process Optimization Specialist will be responsible for gathering and organizing data to identify improvement opportunities in ITSM processes. This includes running process modelling and development activities, documenting process flows, guides, procedures, work instructions, and other communication materials. Additionally, the successful candidate will support the development and execution of test scenarios to validate process functionality before implementation.

Key Responsibilities
  • Gather and organize data from functional owners and various sources to identify improvement opportunities in ITSM processes.
  • Run process modelling and development activities, and document process flows, guides, procedures, work instructions, and other communication materials.
  • Support 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 plans and materials; and conduct and facilitate ITSM process training and process awareness campaigns.