Main responsibilities:

Define/document (flowcharts, CORE model document and taxonomies) and continuously improve Service Mangement and User Experience global processes by leading workshops and leveraging your network (internal/external).
Implement the process change defined by leading or contributing to projects (Project organization/charter, activities, and documentation: from the definition of the business requirements, the test plan/cases, to the cut-over and hand-over activities) / Report on key project milestone, deviation, risk. Take ownership on remediation plans.
Take ownership (product owner) of the solutions/part of the solutions of Service Management and User Experience by continuously refining solutions delivered in AGILE mode.
Drive continuous improvement by collecting the needed data, feedback, and benchmarks.
Support the service lines teams all over the world to improve their self-service offering and any objective of the CORE Model.
 

About you
 

Experience:

Experienced in Business organisations, with focus on delivery
Process design and implementation on Service Management
Project management, especially in the deployment of Business and/Service tools
User Experience and user surveys
Reporting/dashboard solutions
 

Soft skills:

Well organized: structure, prioritize and meet deadlines.
High level of interpersonal/communication skills with an ability to communicate and present on different levels in the organization.
Effective business partnering and customer relations management.
Strategic thinking
 

Technical skills:

Advanced in MS Office (Excel, Word, PowerPoint)
Advanced in Process design solutions (ex: Signavio, Visio) and Process modelling
Advanced in Service management frameworks (ex: ITIL, KCS)
Advanced in LEAN, Design Thinking, and Continuous Improvement frameworks
Advanced in Project management methodologies (ex: Waterfall, AGILE)
Advanced in Data privacy principles
Advanced in User experience and user research methodologies
Advanced in Surveying principles
Basic knowledge in Service Management tools (ex: ServiceNow, Neocase)
 

Languages: English (fluent)