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IT Service Management Process Engineer
2 months ago
JLL is seeking a highly skilled ITSM Analytics and Process Engineer to join our team. As a key member of our organization, you will be responsible for analyzing, optimizing, and implementing technical processes to improve operational efficiencies and drive continuous improvement.
Key Responsibilities:- Conduct analysis of IT Service Management (ITSM) processes, workflows, and ITSM support systems to identify areas for process and end-user improvements, and automation opportunities, following industry best practices.
- Collaborate with cross-functional teams to gather requirements and translate them into technical specifications for process mapping and to allow for system enhancements.
- Manage and prioritize the process change requests that require system changes and work with the technical teams to ensure they are delivered and tested.
- Govern the creation of dashboards, resolver groups.
- Create and maintain ITSM dashboards to enable process gaps and inconsistencies to be identified and monitored.
- Develop process models, flowcharts, and documentation to effectively communicate process improvements and ensure consistency across the organization and alignment with enterprise processes.
- Drive continual service improvement initiatives through regular reviews, feedback collection, and metrics analysis and lead and document the corrective actions.
- Conduct audits to ensure compliance with ITSM standards, policies, and procedures.
- Provide training and support on ITSM processes, technologies, and best practices to ensure successful adoption and compliance.
- Stay up to date with ITSM emerging technologies and industry trends to recommend innovative solutions and improvements.
- Identify and implement automation and technology solutions to enhance process performance and efficiency.
- Analyses data and performance metrics to monitor process performance, identify trends, and drive continuous improvement.
- Partner with stakeholders to provide technical expertise and support in process-related decision-making.
- Encourage innovation and continuous improvement within the team.
- Bachelor's degree in information technology, computer science, or a related field.
- Prior experience in service management, IT governance, or similar roles.
- Strong knowledge of IT service management frameworks (e.g., ITIL) and governance best practices.
- Familiarity with vendor management principles and processes.
- Proficiency in process mapping tools, such as Visio or Lucidchart.
- Excellent analytical, problem-solving, and decision-making skills.
- Exceptional communication and interpersonal skills.
- Ability to build and maintain relationships with internal and external stakeholders.
- Strong leadership and team management abilities.
- Strong proficiency in using IT service management tools and systems.
On-site – London, GBR
