Service Design Process Analyst (ICT_TECH CS_2026_04R)

Description

The Role
 

• 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

Advantageous for the position 

• University Degree Holder 
• ITIL Certification

 

WTW is an Equal Opportunity Employer