IT Service Management Process Specialist

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Date: May 17, 2023

Location: Amsterdam, NL

Company: AkzoNobel

We’ve been pioneering a world of possibilities to bring surfaces to life for well over 200 years. As experts in making coatings, there’s a good chance you’re only ever a few meters away from one of our products. Our world class portfolio of brands – including Dulux, International, Sikkens and Interpon – is trusted by customers around the globe. We’re active in more than 150 countries and have set our sights on becoming the global industry leader. It’s what you’d expect from the most sustainable paints company, which has been inventing the future for more than two centuries.

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.


  • 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
Become Part of an Outstanding Company
AkzoNobel is consistently rated as one of the top employers in The Netherlands. You will join a company that is committed to achieving real sustainability. We offer great personal development opportunities and roles with breadth, depth of scope and impact. We also offer comprehensive packages including:
  • Competitive Salary
  • STI Bonus
  • 46 Days' vacation
  • Hybrid working
  • AkzoNobel pension plan

At AkzoNobel we are highly committed to ensuring an inclusive and respectful workplace where all employees can be their best self. We strive to embrace diversity in a context of tolerance. Our talent acquisition process plays an integral part in this journey, as setting the foundations for a diverse environment. For this reason we train and educate on the implications of our Unconscious Bias in order for our TA and hiring managers to be mindful of them and take corrective actions when applicable. In our organization, all qualified applicants receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age or disability.

Requisition ID: 29604