ITSM Process Improvement Professional

7 days ago


Manila, National Capital Region, Philippines Willis Towers Watson Full time
Role Overview

We are looking for a highly skilled ITSM Process Improvement Professional to join our team. The ideal candidate will have experience in process improvement and design, with a strong understanding of IT service management (ITSM) processes.

About the Job
The ITSM Process Improvement Professional will be responsible for identifying and implementing improvements to our ITSM processes. This includes gathering and organizing data, running process modelling and development activities, and documenting process flows. Additionally, the successful candidate will support the development and execution of test scenarios to validate process functionality before implementation.

Key Responsibilities
  • Identify and implement improvements to ITSM processes.
  • Gather and organize data from functional owners and various sources to identify improvement opportunities.
  • 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.

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