Job Description

The Role

• Proactively gather and organize/document data/information from functional owners / different sources to help identify improvement opportunities in ITSM processes
• Run process modelling and development activities, and documentation of process flows, guides, procedures, work instructions, and other communication materials
• Supports 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
• Facilitate and deliver process and ITSM training sessions, workshops, and knowledge-transfer activities to ensure stakeholders understand and effectively adopt new or updated processes

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The Requirements:

• At least 5 years’ professional experience in a Quality / Process Improvement / Operational Excellence function in a shared services environment preferably on a global team
• Proficiency in MS Office applications such as Visio, Excel, PowerPoint, Word, PowerBI
• Attention to details as well as tested organizational skills
• Proven ability to work effectively with cross functional teams
• Ability to quickly learn and navigate new processes, tools, people and cultures

Advantageous for the position

• University Degree Holder
• ITIL Certification

WTW is an Equal Opportunity Employer