Job Summary:
A large portion of the duties of this role will be performing as ITSM ServiceNow capabilities and Business Process Engineer (BPE).
As ITSM ServiceNow capabilities lead – you will be in charge of defining & designing new capabilities/services that will be developed on HP ITSM platform.
Once the capability is in operation, you will be in charge of enhancements as well as deep technical expertise support.
The process engineering role involves “thinking process”. BPEs draws inferences from process details and link these inferences to the big picture by considering business objectives in identifying process improvements and the creation of new processes. A Business Process Engineer typically has the ability to structure a large amount of information within a process framework.
In fact, the BPE will work within the Global Service Delivery team and across regional departments, engage with other services organizations and other HPI entities (RBUs/GBUs) to find the best way to design new workflow and processes that will translate into a set of capabilities in HP ITSM ; as well solve existing service delivery agent and workflow process-related problems. This will often involve mapping existing processes and designing improved ones. BPE will be required to interpret business requirements, holding meetings, researching processes, collecting data, analyzing information and performing related tasks.
Next, to the BPE responsibilities, the individual must be able to act as a Project/Program Manager, providing direction to team activities and facilitates information validation and team decision-making process. The projects are usually cross-organizational – affecting two or three Business Units. Aside from that, The individual will need to coordinate and integrate the work efforts and deliverables of a multi-function project team related to the execution of complex projects within the Device as a Service (Daas) business of HP Inc.
Job Responsibilities:
1. Manages internal project delivery
Budget as detailed in the impact section
Medium/ moderately complex/ local or sub-region
Medium/ high risk
2. Manages project financials including business impact
Meets or exceeds approved budget
Provides reliable financial forecasts to Management
3. Manages stakeholder relationships
Manages mid to upper-level stakeholder relationships.
4. Manages project team
Manages internal and/or external resources within a team
Provides performance review input and development recommendations & project contributions to the manager of team members as appropriate
5. Business Process Engineer
Managing process change
Leading process redesign workshops
Educating business users responsible for managing and operating business processes
Monitoring, measuring and providing feedback on process performance
Facilitating process workshops that involve eliciting process requirements and liaising with users
Applying their knowledge of business process modelling notations to documenting processes.
6 . ITSM Capabilities lead
SME on HP ITSM ServiceNow capabilities – deep understanding of workflows, fundamental data and possible configurations
Write stories for future capabilities development
Run test
Plan for enhancements
Education and Experience Required:
First Level University degree. 5+ years in project management roles or in like roles/businesses (BPE)
Strong analytical background, be a problem solver and have excellent diagramming and communication skills
Knowledge and Skills:
Demonstrates an in-depth understanding of key Services’ operational policies, processes, and methodologies applicable to project management
Business Process Engineers will have the knowledge of process mapping and business process re-engineering
The ability to analyze business processes and workflows with the objective of finding out how they can be improved or automated
Speaks with the expertise to many layers of depth related to project management methods
Participates in the Services PM Profession community
Possess or be on the PMP or PMI-BPA Certification path
ITIL Foundation certification
Current ITSM knowledge – Preferred
Experience in ITSM product development as Business Analyst & Writing stories
Where legally permitted, an offer of employment is conditional upon you providing proof that you are fully vaccinated against COVID-19 (as defined by the CDC) as of your 1st day of employment.
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