Business Process Analyst
il y a 2 jours
Beschrijving
Uw rol bestaat enerzijds uit het houden van workshops, negotieren met de interne klanten,
definiëren van de requirements en alle voorbereidingen nodig voor het implementeren van de
standaard processen in onze nieuwe Service Now Tool.
Anderzijds zal je in contact komen met externe klanten en hen begeleiden in het opzetten van processen
tussen hun ITSM (IT Service management tool) en onze ITSM.
Je rapporteert aan de Team Manager van Enabling Service Design.
Taken
Binnen de Enterprise Business divisie (EBU) is de missie van de afdeling Enabling Services Design het
definieren en/of verbeteren, implementeren en opzetten van de standaard processen en tools.
Processen zijn de key building blocks van onze Proximus customer journeys. Het verbeteren van deze proces building blocks zal resulteren in een verbeterde customer journey en zijn NPS (net promotor score), CES (customer experience score), Customer satisfaction, welke op zijn beurt een impact heeft op de winstgevendheid van het bedrijf.
Processen worden gebruikt om de business noden te vertalen naar concrete oplossingen.
Klanten leven hun customer journey doorheen onze oplossingenn, Een degelijk proces management laat ons toe om betere tools te bouwen en om betere manier te creëren om onze klanten te bedienen (servicing).
Binnen het team van de Service architecten wordt geantwoord op RFP’s met oplossingen qua tooling en processen (ITIL)
Je hebt een bachelor
- of masterdiploma en/of minstens 2 jaar ervaring in Process design activiteiten.
- Tweetaligheid is een must: NL en EN
- Ervaring met ITILv3, ITIL4 processen. Een certificering in intermediate of expert level is een pluspunt
- Process modelling skills like BPMN
- Kennis van een ITSM tool zoals Service Now is een pluspunt
- Kennis van Agile en het documenteren van features in Jira.
Other skills
Je neemt verantwoordelijkheid, je bent klantgericht, kwaliteitsgericht, werkt volgens plan, flexibel, oplossingsgericht en leergierig
- Je bent een goeie negotiator
- Je bent resultaat gericht
- Je bent gewend om in complexe omgevingen met partners te werken
- Je bent assertief en communicatief
- Je bent een teamspeler
- Je bent pas tevreden als je externe klant zeer tevreden is
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