JC0015 - Business analyst - Senior

We are looking for an ITSM Process Manager

Mission: We are seeking a highly skilled and motivated ITSM Process Manager to join our team. The successful candidate will be responsible for the end-to-end management of IT Service Management (ITSM) processes, ensuring they are up-to-date, efficient, and aligned with industry best practices. This role involves process optimization, adherence monitoring, and continuous improvement to maintain high standards of service delivery.

Responsibilities:

Process Management: Maintain and update ITSM processes to reflect changes in the environment, such as new role introductions, process optimizations, and tooling solutions.

Adherence Monitoring: Ensure compliance with process flows and KPIs by all process actors and follow up on adherence.

Process Improvement: Continuously improve processes to align with ITIL, SIAM, and audit results.

Implementation: Onboard teams of process actors, provide training and explanations, ensure smooth implementation of processes withing the teams.

Governance: Run governance on process improvements with key stakeholders and ensure alignment with other org unities.

Skills and Qualifications:

Hard Skills:

Strong background in engineering with a strong understanding of system thinking and design and the ability to model reliable, sustainable, and robust processes.

Strong analytical skills, with brilliant logic and the ability to visualize solutions and create visual blueprints of processes.

Process Modelling: Expertise in ITSM process modelling.

Project management: Experience with making things done and coordinating stakeholders

Solid experience in IT

ITIL certification is required; solid knowledge of SIAM is essential, with certification being an advantage.

Strong presentation skills: Ability to create executive summaries and explain complex solutions concisely and with ease, tailored to audiences with diverse backgrounds.

Soft Skills:

Exceptional written and oral communication skills (English)

Excellent skills in managing stakeholders.

Ability to resolve conflicts effectively.

Dependable and able to work autonomously, focusing on results.

High Velocity: Ability to work quickly and efficiently.

Adaptability: Flexible and able to adapt to changing environments.

Interpersonal Skills: Strong interpersonal skills and the ability to work well with others.

Highly disciplined and organized.

Learning Ability: Quick learner who can handle large amounts of information effectively.