Job
Description
As a member of Hitachi Digital, you will be at the forefront of digital transformation, playing a key role in the company's strategy to become a premier global player in the digital transformation market. **Role Overview:** - **Process Ownership:** - Own, design, and implement IT Service Management (ITSM) processes in alignment with global standards and business objectives. - Define, document, and maintain ITSM processes following best practices such as ITIL. - Continuously review and enhance processes based on stakeholder feedback and operational performance. - Manage major incidents, changes, and problems according to established processes. - Collaborate with IT teams globally to ensure consistent process implementation. - Provide regular or ad-hoc reports to management and stakeholders. - **Business Analysis:** - Gather and document requirements for ITSM processes in collaboration with IT teams, management, and customers. - Translate business needs into actionable requirements for process enhancements and system configurations. - **Process Improvement & Optimization:** - Monitor process performance metrics and analyze data to identify inefficiencies and areas for improvement. - Propose and implement process enhancements to increase efficiency, reduce costs, and enhance user satisfaction. - Lead initiatives for automating workflows and integrating processes with ITSM tools. - **Stakeholder Management:** - Act as the primary liaison between the IT Service Management team and IT teams, business stakeholders to ensure alignment with business objectives. - Communicate process performance, improvements, and changes regularly to management and stakeholders. - Provide training and guidance on ITSM processes to ensure proper adherence and understanding. - **Tool and Technology Alignment:** - Collaborate with IT teams and vendors to optimize ITSM tools for global processes. - Define and maintain reporting dashboards for transparency and continuous improvement. **Key Qualifications:** - **Education:** Bachelor's degree in Information Technology or a related field. - **Experience:** Minimum 3-5 years in IT Service Management, End-user support roles, with at least 2-3 years in process ownership or business analysis. - **Technical Knowledge:** Deep understanding of ITIL processes, experience with ITSM tools such as Jira Service Management, ServiceNow. - **Certifications:** ITIL v4 Foundation certification required. - **Business Analysis Skills:** Ability to elicit, document, and manage business requirements, strong analytical skills. - **Leadership & Communication Skills:** Excellent interpersonal and communication skills, experience in cross-functional collaboration. - **Process Improvement Focus:** Experience in process re-engineering, problem-solving skills, and root cause analysis. - **Languages:** Upper Intermediate or higher proficiency in English. As part of Hitachi Digital, you will join a global team of professional experts focused on Social Innovation through the One Hitachi initiative. You will have the opportunity to work on impactful projects and contribute to shaping the digital future. Hitachi values diversity and fosters an inclusive culture based on mutual respect and merit-based systems, promoting innovation and growth. Hitachi offers industry-leading benefits, support, and services to take care of your holistic health and wellbeing. Flexible work arrangements are available to ensure a balance between work and personal life. Join Hitachi Digital to experience a sense of belonging, autonomy, and collaboration with talented individuals as you contribute to creating a digital future.,
