Service Process Designer/Trainer
Cobden & Carter International · Taguig, Metro Manila, Philippines ·
- Category
- Design
- 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
- Create and develop training plan and materials; and conduct and facilitate ITSM Process training and process awareness campaigns
- At least 5 years professional experience in a Quality / Process Improvement / Operational Excellence/Training function in a shared services environment preferably on a global team
- Proficient in MS Office applications such as Visio, Excel, PowerPoint, Word, PowerBI
- Excellent communication skills both written and verbal
- 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
- University Degree Holder
- ITIL Certification