IT Service Management Process Specialist

Job Purpose

The Global ITSM Integration Specialist is responsible to design and optimize key IT Service processes for our 30000+ users in AkzoNobel. The Service Integration Specialist will be part of a small and highly specialized team, with visible impact to our overall IT performance, team which is responsible for simplifying, standardizing, globalizing and automating IT Service Management (ITSM) processes in an E2E service environment.

Responsibilities

• Designs, monitors and optimizes high volume, business critical IT Service Management (ITSM) processes for 30.000+ AkzoNobel users
• Designs, manages and maintains IT Services Catalogue (IT Service Portfolios, service models)
• Ensures service models and associated SLAs/KPIs are implemented in ITSM platform (ServiceNow), also aligning with SLAs of the suppliers in the ecosystem
• Accountable for defining the process strategy, establishing effective and efficient processes, which deliver quality outcomes for the organization
• Ensures efficient and effective Integration of ITSM Processes across the organization and cross-suppliers
• Designs processes for an improved User Experience, from the initial contact for support (IT Portal) - considering self-service capabilities - until resolution, and their continual improvement and automation
• Documents and maintains the process maps; produces mock-ups to illustrate process design concepts or changes
• Cooperates with other product owners to secure limited customization of ServiceNow ITSM module; together with ServiceNow platform owner seeks to improve process performance and reporting capabilities through ServiceNow implementations
• Responsible for managing and overseeing the objectives and performance of a Process through Key Performance Indicators (KPI); analyzes data and communicates process performance using tailored dashboards
• Executes self-assessments and process audits periodically, to ensure compliance to policy, procedures, and standards
• Maintains the service data model to align IT and business; defines end-to-end services and service models
• Drives and stimulates IT knowledge sharing culture across all stakeholders 
• Collaborates with key stakeholders to define standard use cases, reviews and documents new requirements
• Participates in ServiceNow upgrades and complex Integration projects (from processes functional analysis to User Acceptance Testing (UAT) sign off) 
• Accountable for Process UAT, performs and coordinates functional UAT (incl. cross-suppliers process integrations)
• Accountable to create and demo end user process trainings to accelerate fulfillers competency 
• Aggregates and provides management information and statistics on (E2E) service and process performance to senior management, customers/users 

Key Activities

• Educated to Bachelor degree level or higher 
• Minimum 5 to 8 years of experience in IT services, working with end user communities, (preferably) in a multi-national company with multi-supplier IT outsourcing
• Experience with ITSM processes design and implementation in complex international and multi-vendor environment
• ITIL v3 / v4 Expert certified (and Agile and L6s preferred)
• Experience with process analysis, process automation and optimization
• Experience with defining ITSM and Service Catalogue in complex international and multi-vendor environment
• Experience with Service Management platforms (preferably ServiceNow with CSDM, Performance Analytics and Reporting)
• Business minded and able to translate business requirements/challenges into practical process deployments; good balance between technical and business perspective
• Knowledge and respect of different cultures, understand diversity value
• Excellent communication and stakeholder management skills
• Ability to make strong and independent judgments under pressure
• Raise the bar by continuously look for ways to improve, also by staying abreast of external trends