Global Process Management Lead

Context

In the Process Excellence team, we use agile ways of working to deliver, manage and continually improve our standardized global IT Service Management Processes. We are looking for a new global Process Owner to take responsibility for the policies, processes and operation of our ITSM Data & Configuration Mgt. This is a role with significant scope and potential to evolve how we use our toolset to support the ITIL processes and how this can drive improvement in our Quality of Service.

AXA GO strategic priorities include improving Operational Excellence and simplification. As a Global Process Owner in AXA GO you will be key to delivering this ambition within IT Service Management.

About The Job

Main missions

Be in charge of the processes connected with the data structure in our ITSM tool.

• Providing expert support to other process owners and key stakeholders in how the data model should be managed and evolved to meet our strategic objectives.
• Manage the relationship with the global product
• Identify, own and drive improvement projects for data management
• Own the alignment between the tool and process roadmaps, identifying opportunities to drive bilateral improvements.

Be In Charge Of Process Conception And Validation

• Apply knowledge acquired on process modeling notations to various forms of documenting processes.
• Coordinate and lead process design / process requirements (e.g. prepare and animate workshops, design process, demos).
• Understand and measure the operational impacts of the process in its context.
• Facilitate process approvals for newly defined or amended processes (e.g. drive validation workflow, refine process documents).
• Analyze business steps and processes to enable easy determination of their constituents.

Be in charge of process deployment and compliance (including process application); in particular:

• Adapt / Decline in its operational context the standardized process: ability to make process modeling concept concrete.
• Produce proper process documentation including operational procedures.
• Build / fulfil prerequisites (tooling, training, process interfaces…).
• Educate people that are responsible for the operation and management of various business processes.

Carry out professional measuring and monitoring, as well as provision of feedback on performance of business processes:

• Produce and monitor process KPIs.
• Communicate the KPI measurements.

Identify, Propose And Implement Improvement Actions

• Prepare and lead process reviews / audits with process owners.
• Identify process and tooling that needs improvement.
• Manage and coordinate the improvement actions and changes.

Discern the difference between various steps and business processes recorded on a flow chart.

In Operations Mode

• Manage the relationship between the ITSM product and the process/operations teams. This includes responsibility for all demands and enhancements needed to further the evolution of our operations.
• Take the lead on behalf of the department in assessing new product features against our process roadmaps, and identify opportunities to improve processes through adoption of new features.
• Accountable for driving improvements in the data structure in our ITSM toolset and supporting the overall reporting of our SLAs and KPIs.
• Manage the review and adjustment of the process documentation coming from either process improvements or changes to standard templates.
• Support the creation and be responsible for the publishing of any knowledge articles necessary to support the process deployment.
• Deliver all process KPI and efficiency reporting as necessary.
• Manage any agreed Service Now enhancements for the process (definition, testing, deployment information).
• Contribute to PASS (Process Adherence Study & Survey) initiatives.
• Provide support/training to operational teams / new joiners for the correct implementation of the process.
• Support Global Process Operations in all necessary Governance Boards, including development of the necessary inputs (board pack) and outputs like minutes/actions/plan updates.
• Support any required actions as a result of audit and own relevant remediation tasks.

Experience

Expected skills & experience

• Actively worked with global IT Operational teams
• Preparation and delivery of training
• Remote working environment
• Understanding of IT Service Management/ITIL foundations level
• 1-3 years of relevant working experience (process design, measurement and improvement, working with process frameworks and standards, working in a global organization)
• Presenting to Executive Management & subsequent follow-up
• 3+ years working within Service Now

Technical Skills

• Strong analytical and problem-solving skills, numerical insight, ability to think of new solutions ("outside of the box"); rigor in fact base / data analysis
• Quality Management
• Expert user of Service Now - with an understanding of the data model and best practices.
• Working knowledge of IT Service Management
• Fluent English (written and spoken)
• MS Excel, Powerpoint, Word, Visio, Power Bi
• Agile methods (scrum, Kanban, design…