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 teamProficient in MS Office applications such as Visio, Excel, PowerPoint, Word, PowerBIExcellent communication skills both written and verbalAttention to details as well as tested organizational skillsProven ability to work effectively with cross functional teamsAbility to quickly learn and navigate new processes, tools, people and culturesUniversity Degree HolderITIL Certification

WTW is an Equal Opportunity Employer