OVERVIEW
The job of the Process and Tools Expert, part of the Project Management Office of Digital Business Services, involves maintaining and optimizing various tools and processes within the organization's IT functions. This includes defining IT processes, implementing them in relevant tools, and ensuring that users follow defined processes. The primary tools supported by the Process and Tools Expert are ServiceNow, TeamDynamix, and Microfocus Quality Center. The Process and Tools Expert will collaborate with the Process & Methods team to achieve these objectives.
JOB RESPOMSIBILITIES
- Gather requirements on IT processes and translate them into functional requirements
- Design, develop, test, and maintain IT processes in ServiceNow, TeamDynamix, and Quality Center
- Conduct standard monitoring and system administration tasks on supported tools
- Maintain master data in IT tools as necessary
- Optimize and automate IT processes in tools and create necessary interfaces to other tools
- Respond to user requests, provide support, and fix issues as needed
- Ensure data accuracy and compliance with defined processes and follow up with users as required
- Provide IT teams with training on supported IT tools
- Perform other assigned duties as needed
JOB REQUIREMENTS
- Bachelor's Degree in Information Technology or a related field
- Knowledge of IT processes, preferably based on ITIL framework
- Ability to work in a structured manner and design and think in processes
- Strong customer service orientation
- Proficiency in web technologies
- Development experience with programming languages such as Javascript
- Experience working with ServiceNow is a plus
- Familiarity with any Robotic Process Automation (RPA) tool (e.g. UIPath) is a plus
- Willingness to work with different cultures in a global environment
- Ability to learn new tools and technologies and work independently on assigned tasks
- Excellent verbal and written communication skills in English; fluency in any other language is a plus.
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