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Process Owner Service Request Fulfillment (m/w/d) - Essen/Remote

Rahmeninformationen

Referenz:
148581
Start:
14.06.2021
Job Typ:
Projekt
Standort:
Essen/Remote
Umfang:
full-time

Ihre Aufgaben

  • Responsible as process owner for the Service Gateway Portal (ServiceNow) and the Service Request Fulfillment Process (E2E)
  • Guide of the ServiceNow functional capabilities and in their efforts to improve their delivery processes
  • Design, build and deploy efficient solutions based on ServiceNow workflows product, implementation methodology and best practices
  • Drafts user stories and train service owners to create their own user stories, acceptance criteria, testing strategy and knowledge transfer while supporting customers in reviewing and approving them
  • Responsible for the topics and further development of the service portal and the service request process, life cycle, creation of guidelines and improves documentation such as process flows, roles/responsibilities
  • Manage continuous improvements of our implementation methodology and service offerings
  • Act as the Subject Matter Expert for Service Request Management
  • Agile project management and control of external international service providers and delivery teams, both on- and offshore
  • Provision of information for related IT service reporting

Ihre Qualifikationen

  • ITIL-V4 Foundation and Service Now certifications
  • Strong experience in requirements gathering, including experience in creating process documentation
  • Several years of experience in service portal and request fulfilment processes
  • Several years of experience in IT Service Management / IT operations
  • Thrive in working collaboratively and cross-functionally
  • Good knowledge of agile IT project management (SCRUM)
  • Strong interpersonal skills and ability to deal with cultural diversity
  • Very good knowledge of German and English (C1 or better)

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