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Service Management Process Specialist
4 months ago
**Service Management Process Specialist**
**041273**
**Organisation**
- BUSINESS SERVICES
**Job**
- Operations & Systems
**Position Type**
- Full Time
**Service Management Process Specialist**:
**Job title: Service Management Process Specialist**
**Grade: Pay Band 2**
**Contract: Permanent**
**Salary: £36k**
**Location: Pier Walk**
**Job Overview**
The Service Management Process Specialist will support the development and maintenance of process documentation within BSF.The role ensures adherence to the proposed BSF process documentation guidelines and controls, helps deliver the agreed process-related projects within BSF through providing process related support, analyses potential change impacts on BSF due to changes in scope and/or process and technology in BSF. The Process Specialist drives activities in relation to publication of BSF Key Performance Indicators (KPIs) and undertakes recharging/billing related activities, as well as promotes the adoption of good practice for in-scope process areas within BSF and when required, in the larger business.
**Key accountabilities**
- Manage updates for process documentation, including process maps, scripts, work instructions and training material, for BSF E2E processes in line with guidelines
- Publish process documentation updates for BSF and issue any guidelines around agreed changes to controls etc.
- Undertake process review of KPI reporting, disaster recovery management, recharging and update process maps in line with current policies and embed new processes into BSF operations
- Perform quality assurance of in-flight process-related project deliverables to ensure they it aligns to agreed approach for documenting processes
- Provide guidance to other Service Management (SM) team members and larger business on process methodology and tools
- Undertake requirements gathering, user acceptance testing and process modelling for new scope or changes to process and technology in BSF
- Run reports and perform related activities to produce BSF information, billing for external and internal customers (where applicable) and liaise with the Order to Cash team
- Publish the Key Performance Indicators (KPIs) for the various governance forums and review meetings under the guidance of the Service Management Process Manager
**Skills, Knowledge & Experience**
All points are Essential unless stated otherwise:
**Skills**
- Strong attention to detail, with strong numeracy and analytical thinking
- Good understanding of change impact assessments
- Strong stakeholder management skills
- Experience of developing junior team members
- Strong communication skills with both internal and external stakeholders
**Knowledge**
- Process mapping methodologies (e.g., ARIS, Visio, Industry Print)
- Change impact assessment including requirements gathering
- Understanding of Key Performance Indicators (KPI) and how these are used for reporting performance
- Awareness and basic knowledge of the internal relationships and interfaces necessary for the Service Management to operate
**Experience**
- Process modelling experience (e.g., Visio, ARIS)
- Managing the guidelines and controls for process related documentation
- Deploying Lean/six sigma methodology on engagements would be beneficial
**Equality and Diversity**
We are happy to consider flexible working requests.
**Application Process**
**Benefits**
In return for your commitment and expertise, you will enjoy excellent benefits and scope to grow. Rewards vary according to the business area but mostly include:
- Final salary pension scheme
- Free travel for you on the TfL network
- A 75% discount on National Rail Season Ticket and interest free loan
- 30 days annual leave plus public and bank holidays
- Private healthcare discounted scheme (optional)
- Tax-efficient cycle-to-work programme
- Retail, health, leisure and travel offers
- Discounted Eurostar travel
