Job Summary Reporting to the Global Head of ITSM, the IT Process Excellence Specialist will play a crucial role in the development, optimization, and management of various IT processes within our organization. This role involves revising and improving processes, such as Joiner Mover Leaver (JML), Incident Management, Escalation Procedures, and Request Design in ServiceNow. The IT Process Owner will also be responsible for training the technical teams and ensuring compliance with established processes. Key Responsibilities Responsible for analyzing existing IT processes, including JML, Incident Management, Escalation, and Request Design, to identify areas for improvement. Collaborate with cross-functional teams to revise and optimize processes to enhance efficiency, effectiveness, and user satisfaction. Develop and maintain process documentation, including workflows, procedures, and guidelines. Review and enhance the JML process to ensure smooth onboarding, transfers, and offboarding of employees. Implement best practices for user provisioning, access control, and data security. Monitor and track JML requests to ensure compliance with company policies. Evaluate and refine the incident management process to minimize service disruptions. Create and maintain comprehensive documentation for all IT processes, workflows, and standard operating procedures (SOPs). Collaborate with relevant stakeholders to ensure that processes are well-defined and follow industry best practices. Work closely with technical teams to design and implement IT service requests in ServiceNow. Continuously improve and customize ServiceNow workflows to align with evolving business requirements. Provide training and guidance to technical teams and end-users on the newly optimized processes and procedures. Foster a culture of continuous improvement by organizing workshops and knowledge-sharing sessions. Establish key performance indicators (KPIs) to measure the effectiveness of IT processes. Regularly monitor and report on process performance, identifying areas for further improvement. Ensure that IT processes are compliant with relevant regulatory requirements and security standards. Implement necessary controls and safeguards to protect sensitive data and maintain data integrity. Qualifications & Experience Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent work experience). ITIL4 Foundation is as must. Advanced ITIL4 Certification is a plus Proven experience in IT process management and improvement. Strong knowledge of ITIL (Information Technology Infrastructure Library) Strong experience with ServiceNow Experience with AI and GenAI Experience with process automation and workflow automation tools. Project management experience. Knowledge of compliance and security standards (e.g., ISO 27001, GDPR). Excellent analytical and problem-solving skills Strong communication and interpersonal skills Attention to detail and a commitment to process excellence .
