Process Manager(Service Now)

Main scope of the role:

Management and continuous improvement of IT processes in the Division. Managed processes: incidents, releases & changes, problems, configuration (CMDB / APM)

Responsabilities & tasks :

• Be the single point of contact for the Division regarding Processes. Support good practises regarding processes, train and communicate about processes within the Division.
• Work closely with operationnal teams to make sure that processes defined, documented and efficient. Identify and propose trainings when needed for the Division.
• Continuous improvement of processes : identify the specificities/new needs/dysfunctions linked to the processes and propose improvements and contribute to the simplification and harmonisation of the processes. Define and implement performance KPI regarding implemented processes.
• Manage referentials : CMDB and APM, tests tools, documentation management. Support opertionnal teams to update referentials, propose and implement evolutions or actions plans related to referentials.
• Manage habilitations

Internal stakeholders:

• Other process managers within TGITS
• Delivery Manager community in the Division

Candidate profile:

• 5+ years
• Varied experience
• Educational Background: IT background
• Very good understanding on IT processes
• General understanding of AGIL methods & lean approach
• Not need to be an expert but good understanding/knowledge of IT environment / application management is required
• Service Now, Jira et Power BI experience;
• Very strong capacity for transversal animation, strong leadership to steer the activity, excellent interpersonal skills, appetite for agile subjects, taste for challenge and autonomy, rigor and organization, customer orientation, curious
• EN mandatory - FR mandatory