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ITSM Process Specialist

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Date: Jul 14, 2021

Location: Amsterdam, NL

Company: AkzoNobel

AkzoNobel has a passion for paint. We're experts in the proud craft of making paints and coatings, setting the standard in color and protection since 1792. Our world class portfolio of brands - including Dulux, International, Sikkens and Interpon - is trusted by customers around the globe. Headquartered in the Netherlands, we are active in over 150 countries and employ around 34,500 talented people who are passionate about delivering the high-performance products and services our customers expect.

Purpose of the Job

The ITSM Process Specialist is responsible to design and optimize key IT Service processes for our 30000+ users in AkzoNobel. The ITSM Process Specialist will be part of a small and highly specialized team, with visible impact to our overall IT performance. ITSM Process Specialist is responsible to design and optimize key ITSM processes within the Service integration team. Objectives are developing and maintaining assigned SIM (Service Integration Management) processes and procedures, policies and governances, implementing improvements where necessary. The ITSM Process Specialist is also responsible for monitoring, improving the user experience and managing the relationship and experience with End Users.
The ITSM Process Specialist reports into the Service Integration Manager in the GPO (Global Process Ownership) organization. The GPO IM (Global process Ownership Information  Management) organization is responsible for simplifying, standardizing, globalizing and automating processes in an E2E service environment. The team is the primary service interface to BA’s and functions. Within the GPO IM department, a Service Integration Management (SIM) team is positioned. This team defines and creates end to end services, based on the functionalities defined by IM CoE’s (Information Management Center of Excellence), and combining services from internal and external suppliers.


Key responsibilities

  • Cross-supplier integration of assigned SIM process(es), e.g. change, incident, problem, service request management, complaint and compliment management, performance measurement & service reporting, user experience/user satisfaction surveys
  • Building long-term relationships with (high level) customer and End User representatives, ensuring the business user community is achieving the best value from IM
  • Liaise with key process stakeholders to ensure that ServiceNow solutions meet business requirements in a way that optimizes end-user experience
  • Developing and maintaining assigned SIM processes and procedures, policies and governances, implementing improvements where necessary.
  • Product owner and (change) developer IT USAT and Smiley survey Call, Request Item, Change including dashboards
  • Subject matter expert: Operational IM Services change, communication and adoption. Working with Corporate Communications, coordinating & executing communications to end users 
  • Driving standardization, compliance to agreed process and continual improvement across AkzoNobel and suppliers for assigned processes 
  • Developing and maintaining reports in ServiceNow
  • Coordinating User-Acceptance Testing
  • Aggregating and providing management information and statistics on (E2E) service performance and process performance for assigned processes to senior management, clients/users, IM staff 
  • The evaluation or establishment and functional maintenance and administration of relevant parts of the underpinning ITSM toolset, ensuring conformance to standards
  • Coordinating & Executing training (especially e-learning) to end users

What do you bring?

• 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
• 5 to 8 years of experience in support and development of Service Management based on ITIL, including ITSM solutions 
• ServiceNow experience, preferably in the ITSM module (including Reporting)• Educated to Bachelor degree level or higher 
• Experienced with Excel, Power BI and PPT 
• Experienced in customer satisfaction measurements, user experience, consumer understanding
• UX research qualitative and quantitative methods and know how to apply
• Knowledge about the market for end user satisfaction
• Experience to translate feedback data into hand on operation IT user improvements
• Business minded and able to translate business requirements/challenges into practical process deployments 
• Excellent Communications skills; ability to get consensus and collaboration across teams; able to explain complex concepts clearly and understandably and can easily connect and cooperate

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. At a personal level you will also benefit from:
•    a competitive salary with an above average number of annual holidays;
•    participation in the AkzoNobel pension plan; 
•    travel expenses to and from work
•    opportunities for education that will help you to grow beyond this role

More information and how to apply

We welcome your online application via www.akzonobel.com/careers. Only online applications including resume, cover letter If applicable, is essential that you have a visa that allows you to work in the Netherlands. If you have any questions, please contact Tim Laan, Talent Acquisition Partner, +31 880 030 731, option 2. Or send an email to TalentResourcing.NL@akzonobel.com.

The recruitment process includes a selection of the best applications received through the system, interview rounds and further steps. An online assessment might be part of the selection process. 


All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age or disability.

Requisition ID: 12567