Found 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 initiat...