Product Owner ITSM

Start Date: 15th Dec 2022

Contract Length: 12 Months + Extension

Location: Hybrid model - 50/50 Remote - Brussels

Pay: Negotiable

I am working with a global consultancy that offers solutions for digital transformation to leading companies in Europe to help them find a Product Owner for a long-term project in Belgium.

Ideally, we are looking for someone that would be able to start this project on the 15th December, however, we can accommodate a reasonable notice period.

The ITSM product owner, who has a good understanding of the core ITSM processes & Service Now, will be responsible for:

- the management of the processes in the various ITSM

- the interconnection between the company's ITSM and our SIDE partner (IT service provider)

- the demand management into ITSM

Your main activities will be:

* Contribution to the design, requirements definition, configuration, testing and delivery of ITSM tool workflows

* Design and enhanced user experience from initial contact for support (portal), considering self service capabilities, automation, communication and user engagement through resolution

* Develop and execute a compliance audit framework for ITSM processes

* Participate in ITSM initiatives for all team represented or included in support models for all services provided by our organization

* Represent ITSM as a process expert in briefings, workshops

* Provide ITSM training to peers and other colleagues within the organization

Your profile:

* Experience of designing and managing ITSM toolsets and processes including but not limited to Request management, Knowledge Management, Service Level Management, Incident management, with a user centric approach including automation and self service

* Strong ITSM knowledge and ability to demonstrate and clearly articulate understanding of Process Management & Governance.

* Good knowledge of Service Now

* ITIL accreditation or equivalent

* Business Process Design & Modelling

* Strong organizational skills and ability to work successfully with many high priority demands

* You are fluent in English, French is a plus

* You are hands-on, autonomous, result oriented and open-minded