Itil Global Process Owner

JOB ENVIRONMENT

In the Process Excellence team, we use agile ways of working to deliver, manage and continually improve our standardised global IT Service Management Processes.

With 21 processes in scope (so far live with 9) there is a lot to do and we are expanding the team accordingly.

POSITION MISSION & MAIN ACTIVITIES

AXA GO strategic priorities include improving Operational Excellence and simplification. As a Global Process Owner in AXA GO you will be key to delivering this ambition for within IT Service Management.

Main Activities

Be in charge of process conception and validation :

• Apply knowledge acquired on process modeling notations to various forms of documenting processes.
• Coordinate and lead process design / process requirements ( prepare and animate workshops, design process, demos).
• Understand and measure the operational impacts of the process in its context.
• In case a business activity is not covered, ability to identify and propose the creation of a new business process.
• Facilitate process approvals for newly defined or amended processes ( drive validation workflow, refine process documents).
• Analyze business steps and processes to enable easy determination of their constituents.

Be in charge of process deployment and compliance (including process application); in particular :

• Adapt / Decline in its operational context the standardized process : ability to make process modeling concept concrete.
• Produce proper process documentation including operational procedures.
• Build / fulfil prerequisites (tooling, training, process interfaces ).
• Educate Business users that are responsible for the operation and management of various business processes.
• Conduct awareness communication actions.
• Adapt / Decline in its operational context the standardized process : ability to make process modeling concept concrete.

Carry out professional measuring and monitoring, as well as provision of feedback on performance of business processes :

• In an adopt / adapt, reuse the defined enterprise KPIs
• Produce and monitor process KPIs.
• Communicate the KPI measurements.

Identify, propose and implement improvement actions :

• Prepare and lead process reviews / audits with Process Owners.
• Identify process and tooling needs improvement.
• Manage and coordinate the improvement actions and changes.

Discern the difference between various steps and business processes recorded on a flow chart.

In Operations Mode :

• Participate fully in the SLM community
• Manage the review and adjustment of the process documentation coming from either process improvements or changes to standard templates
• Support the creation and be responsible for the publishing of any knowledge articles necessary to support the process deployment
• Deliver all process KPI and efficiency reporting as necessary
• Manage any agreed Silva enhancements for the process (definition, testing, deployment information)
• Ensure existing rules on setting SLAs up in Silva are adhered to
• Contribute to PAS (Process Adherence Survey) initiatives
• Give support / training to operational teams / new joiners for the correct implementation of the process
• Support GPO in all necessary Governance Boards, including development of the necessary inputs (board pack) and outputs like minutes / actions / plan updates
• Support yearly SLA review and update process related to New Contractual Framework update
• Assist on the interface to GSC office in topics related to global QoS dashboard

Your Profile

PROFILE, SKILLS & COMPETENCIES

Technical Skills

• Problem Solving
• Quality Management
• Expert user of ServiceNow
• Working knowledge of IT Service Management
• Fluent English (written and spoken)
• MS Excel, Powerpoint, Word
• Agile methods (scrum, Kanban, design thinking (UX) and tools (Jira)
• Knowledge of Patch Management OR Problem Management is desirable
• Knowledge of Catalog Management OR Request Management is desirable

Soft Skills

• Agility & ability to learn
• Collaborative working
• High level of pro-activeness and taking initiative
• Strong analytical and problem-solving skills, numerical insight, ability to think of new solutions ( outside of the box );

rigor in fact base / data analysis

• Active listening
• Pragmatic thinking
• Excellent communication skills
• Strong attention to detail
• Prioritisation and planning skills

Experience

• Actively worked with global IT Operational teams
• Preparation and delivery of training
• Remote working environment
• Understanding of IT Service Management / ITIL foundations level
• 1-3 years of relevant working experience (process design, measurement and improvement, working with process frameworks and standards, working in a global organisation)

About AXA

As a world-leading insurance company, we act for human progress by protecting what matters. With 153,000 employees in 54 countries working with 105 million customers, we’ve created a truly dynamic and vibrant community.

Inclusion and diversity link closely with our values, and together we’re nurturing a culture of

respect, for each other, for our customers and the communities around us. Join AXA and you’ll feel like you belong, are included and can thrive.

You’ll be able to shape the way you work and truly grow your potential as you seek out new opportunities, push boundaries and benefit people in critical moments of their lives.

This is your chance to build the tomorrow you want. Know you can.

About the Entity

AXA is becoming a sustainable tech-led company and at AXA Group Operations we are one of the major catalysts for this transformation.

We set the tone by triggering and empowering the evolution of our insurance business model through technology and innovation, driving its concrete implementation globally at speed, with a high quality of advisory and execution.

We are present across 17 countries with committed, highly qualified teams. We leverage technology, data, sourcing, security and investment allocation in a global way, but also achieve economies of scale and synergies when necessary.

At AXA Group Operations, we want to be recognized in three fields of action :

• State-of-the-art Data Technology to drive customer experience
• State-of-the-art Procurement & Sourcing to drive efficiency and better manage risks
• High-Performing Global Team for stronger partnerships with AXA entities

What We Offer

We bring together the expertise, cultural diversity and creativity of over 8,000 employees worldwide and we’re committed to equal opportunities in all aspects of employment (gender, LGBT+, disabled persons, or people of different origins) and to promoting Diversity & Inclusion by creating a work environment where all employees are treated with dignity and respect, and where individual differences are valued.