Job Location: Pune
MAJOR ROLES AND RESPONSIBILITIES:
- Establish and maintain critical success factors and key performance indicators for processes.
- Provide Solutions using a variety of tools to enable existing and new processes to advance in terms of digital maturity and automation.
- Create process and audit documentation including procedures, process flow maps, policies and training materials, ensuring they are up to date and reflect current state
- Create and provide regular reporting to leadership regarding the health and effectiveness of the managed processes within IT.
- Work with internal service now development partners in support of application (i.e. ServiceNow) changes, upgrades and regression testing to ensure process design and integrity is maintained.
- Oversee the day-to-day delivery and facilitation of Avantors managed ITIL processes across IT.
- Perform regular ticket reviews to ensure process compliance, accuracy and effectiveness.
- Engage in end user feedback analysis/callbacks to collect and act upon feedback
- Actively engage the business units to understand their needs and ensure the tools and processes support their strategic direction.
- Provide process education and training to IT staff and leadership in both formalized and ad hoc settings.
QUALIFICATIONS (Education/Training, Experience and Certifications)
- High school diploma required; Associates or Technical school degree preferred
- Knowledge: 1-2 years’ experience on development of service now performance analytics , advanced reporting/dashboards and high level of understanding of ITSM processes performed in Service Now
- Knowledge: 1-2 years’ experience on advanced use of Microsoft Office tools to deliver efficient and highly digital solutions e.g. Power Bi , Power Apps, Advanced Excel analytics.
KNOWLEDGE SKILLS AND ABILITIES (Those necessary to perform the job competently)
- Advanced knowledge of generating performance analytics and advanced reporting from Service Now.
- Ability to multi-task, troubleshoot and adapt to changing environment
- Ability to understand business processes in order to create highly digital solutions.
- Prioritization of multiple work streams
- Advanced knowledge of O365 tools for building innovative solutions/ analysing data
- Process improvements through Implementation of new technology and innovative solutions
- Self-sufficient, self-starting and able to work in fast-paced environment
- Proven track record of strong communication and interpersonal skills
- Maintain composure in pressure situations
- Working out of hours as required
- Ability to travel up to 15% of time
ENVIRONMENTAL WORKING CONDITIONS & PHYSICAL EFFORT (Under Typical Positions)
Typically work in in an office environment with adequate lightning and ventilation and a normal range of temperature and noise level.
Work assignments are diversified. Examples of past precedent are used to resolve work problems. New alternatives may be developed to resolve problems.
A frequent volume of work and deadlines impose strain on routine basis.
Minimal physical effort is required. Work is mostly sedentary but does require walking, standing, bending, reaching, lifting or carrying objects that typically weigh less than 10 lbs.
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