Process Owner - ServiceNow

Process Owner : Il sera en charge de gérer les incidents, les problèmes, de mettre en place les bonnes pratqieus, de drafter les process cibles pour des programmes internationaux et de les diffuser.

Ce doit etre un expert ITIL avec une experience sur de très gros contrat et avec une experience significative sur ServiceNow.

Context: ISIT is engaging multiple programs this year, with the objectives to transform the delivery to increase service quality.

Under the responsibility of Service Excellence Office, you will :

Ensure that ITIL processes and operational procedures are designed and well documented, with Excellence working Group to have them globalized ;

Be vendors and partners main contact when it comes to processes (design/present/train), especially during transition phases ;

Write the expression of needs for Service Excellence Office in ITSM instance KISS as per processes optimization, and new contracts requirements. Objectives, aligned with ITSM Squad is to come back to the standards and increase efficiency ; main focus will be on :

Incident management : set up of new priority calculation matrix, set up self-service declaration form, set up major incident management, resolution, categorization, status, communication; connector between other ITSM and SNOW

Problem management : creation from incident, major problem, RCA, communication, connector between other ITSM and KISS

Change and Release management : Conduct Change Management initiative with Squad CMDB/Change, define Release management including CI/CD use-case

Service Portfolio and Level Management (including Service offerings and SLA, OLA, UC) : implement SLA, OLA and UC of upcoming contracts, deploy our services using CSDM 4.0 feature, use service offerings feature

Configuration Management : contribute to CMDB initiative

You will work closely with the ITSM Squad & Service Now, EUS Tribe, Chapters Leads, and Communication department to implement robust processes, document them and ensure the necessary Change Management (training, communication).



Key Responsibilities :

Processes design

Assess and write current key delivery processes / identify the gaps compared to standard and best practices and propose improvement ;

Publish the validated version, RACI and stakeholders, and ensure training and documentation ; including writing operational procedures

Animate processes presentation with vendors, validate their operational procedures

Processes and ITSM

Formalize the needs of evolution and requirements as per Working group deliverables, and new contracts requirements, or SEO decisions

Collaborate with ITSM Squad to establish the roadmap, taking into account their constraints ; report the progress, challenges

Lead with ITSM Squad the modifications in SNOW to align with ITIL standards and out-of-the box features ;

Develop comprehensive test plans, ensuring thorough validation of modified processes within SNOW ;

Validate and refine changes through continuous monitoring and feedback loops with ITSM Squad ;

Prepare roll-out with ITSM Squad, Communication team and Chapters Leads clear and effective communication for teams working in the KISS environment, ensuring smooth adoption of new processes. Set up adoption KPI, engage actions for improvement. Conduct training sessions if necessary to facilitate a smooth transition

Profil : SLM senior

Seniorité : Senior

Démarrage : asap

Durée : Longue durée

Qualifications and Requirements:

Expert in ITIL processes : design, optimization as per best practices

Proven experience of process implementation in ServiceNow, extensive knowledge of ServiceNow features

Analytical mindset with the ability to identify areas for improvement in our processes

Excellent communication skills for conveying changes and updates to teams working with SNOW.

Experience in set up of Service Desk / AMS / IMS contracts in an international context is a true plus

Experience in training and supporting teams through process changes, specifically within the ServiceNow environment

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