Our business is committed to providing and supporting excellent Client Experience with effective and efficient service management processes and practices. Our focus is to ensure that our ITSM processes are fully integrated and aligned across our teams and enabled in creating value with our stakeholders.

With this, we are looking for an exceptional Service Process Designer/Trainer to help us deliver success for our ITSM process design and improvement initiatives.

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
• Create and develop training plan and materials; and conduct and facilitate ITSM Process training and process awareness campaigns

The Requirements

• 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

WTW is an Equal Opportunity Employer