Service Design Process Analyst (ICT_TECH CS_2026_04R)
Taguig, Metro Manila, Philippines
Service Design Process Analyst (ICT_TECH CS_2026_04R)
- 202603146
- Taguig, Metro Manila, Philippines
- Full time
Description
The Role
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- 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?
- Facilitate and deliver process and ITSM training sessions, workshops, and knowledge-transfer activities to ensure stakeholders understand and effectively adopt new or updated processes
Qualifications
The Requirements:
- At least 5 years’ professional experience in a Quality / Process Improvement / Operational Excellence function in a shared services environment preferably on a global team?
- Proficiency in MS Office applications such as Visio, Excel, PowerPoint, Word, PowerBI?
- Attention to details as well as tested organizational skills?
- Proven ability to work effectively with cross functional teams?
- Ability to quickly learn and navigate new processes, tools, people and cultures
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Advantageous for the position?
- University Degree Holder?
- ITIL Certification
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