Service Process Designer/Trainer (ICT_TECH SD_2025_04)

Willis Towers Watson; São Paulo; Presencial; BRL 20.000 - 80.000; Tempo integral

Resumo da oferta

An established industry player is seeking a talented Service Process Designer/Trainer to enhance their ITSM processes. This role involves gathering and analyzing data to identify improvement opportunities, developing process documentation, and conducting training sessions. The ideal candidate will have a strong background in quality and process improvement, with excellent communication and organizational skills. Join a forward-thinking team dedicated to delivering exceptional client experiences and driving continuous improvement initiatives. This position offers a unique opportunity to make a significant impact in a collaborative and dynamic environment.

Qualificações

• 5+ years in Quality/Process Improvement in a shared services environment.
• Proficient in MS Office applications including Visio and PowerBI.

Responsabilidades

• Gather and document data to identify improvement opportunities in ITSM processes.
• Create training materials and conduct ITSM Process training sessions.

Conhecimentos

Quality Improvement

Process Improvement

Operational Excellence

Training Skills

Communication Skills

Organizational Skills

Cross-functional Teamwork

Attention to Detail

Adaptability

Formação académica

University Degree

Ferramentas

MS Office

Visio

Excel

PowerPoint

Word

PowerBI

Descrição da oferta de emprego

Description

Our business is committed to providing and supporting excellent Client Experience with effective and efficient service management processes and practices. Our focus is to ensure that our ITSM processes are fully integrated and aligned across our teams and enabled in creating value with our stakeholders.

With this, we are looking for an exceptional Service Process Designer/Trainer to help us deliver success for our ITSM process design and improvement initiatives.

The Role

1. Proactively gather and organize/document data/information from functional owners / different sources to help identify improvement opportunities in ITSM processes
2. Run process modelling and development activities, and documentation of process flows, guides, procedures, work instructions, and other communication materials
3. Supports the development and execution of test scenarios designed to validate the functionality of processes being designed and built before implementing to production
4. Reporting and analysis of process metrics and performance
5. Work with leaders and various stakeholders to ensure that process metrics and KPIs are reflective of performance and quality
6. Coordinate and perform ongoing quality checks and internal audits to ensure compliance with agreed and aligned processes
7. Monitoring and reporting of process maturity and progress throughout the continuous improvement projects and initiatives
8. Create and develop training plan and materials; and conduct and facilitate ITSM Process training and process awareness campaigns

Qualifications

The Requirements

1. At least 5 years’ professional experience in a Quality / Process Improvement / Operational Excellence/Training function in a shared services environment preferably on a global team
2. Proficient in MS Office applications such as Visio, Excel, PowerPoint, Word, PowerBI
3. Excellent communication skills both written and verbal
4. Attention to details as well as tested organizational skills
5. Proven ability to work effectively with cross functional teams
6. Ability to quickly learn and navigate new processes, tools, people and cultures
7. University Degree Holder
8. ITIL Certification

WTW is an Equal Opportunity Employer