Vacancies Service Integration Manager

Job Purpose

The role of the IT Service Integration Manager/ Service Catalogue Manager entails the design and enhancement of crucial IT Service processes for our extensive user base of over 35000 individuals at AkzoNobel. Within a select and expert team the Service Integration Manager plays a significant role in improving our overall IT performance. This team is responsible for streamlining standardizing globalizing and automating IT Service Management (ITSM) processes within a comprehensive service environment.

Key Accountabilities

Processes Design Implementation and Strategy

• Designs and optimizes high-volume business critical ITSM processes.
• Drives seamless ITSM integration across teams and suppliers focusing on automation and continuous improvement. Owns the end-to-end Request Fulfillment process within our Enterprise Service Management (ESM) platform (ServiceNow)
• Implement best practices for efficient Request Management ensuring Service Level Agreements and customer satisfaction targets are met.
• Owns the vision roadmap and backlog for the ServiceNow Request Fulfillment module
• Prioritizes catalog enhancements based on business value user input and efficiency
• Governs the lifecycle of service catalog items ensuring consistency usability and compliance.
• Collaborates with service owners to design and maintain catalog items that meet IT and business requirements.
• Actively participates in ServiceNow upgrades new feature implementations and projects.
• Promotes a culture of documentation discipline and continuous learning within the ITSM team.

What do you bring

• Bachelors degree or higher in Information Technology Computer Science or a related field
• 5-8 years of IT services experience in multinational companies with IT outsourcing.
• Proficiency in using ServiceNow platform.
• Hands-on experience with ServiceNow Request Fulfillment and Service Catalogue within the ITSM modules (preferably incl. other modules)
• Expertise in ServiceNow Service Catalog design item creation request workflows automation and integration.
• Strong understanding of ServiceNow orchestration including approvals task routing and notifications.
• Proven track record integrating ServiceNow with external vendors and systems in large complex environments.
• Experience in software license management preferably with ServiceNow is a plus.
• Familiarity with reporting tools and databases such as Excel SQL or BI tools can be beneficial for data analysis and reporting.
• Familiarity with IT infrastructure application landscapes and service management principles.
• Experience with Agile methodologies
• ITIL v3/v4 certified.

• ServiceNow System Administrator certification. (optional but beneficial)
• ServiceNow Certified Implementation Specialist (CIS) in Request Management or Service Catalog preferred.
• Ability to translate business needs into technical requirements.
• Business acumen with a balance between technical and business perspectives.
• Cultural sensitivity and diversity appreciation.
• Excellent communication and stakeholder management abilities.
• Independent decision-making under pressure.
• Proactive approach to continuous improvement and staying updated with industry trends.

Experience

Workflow Automation and Integrations

• Designs and implements complex workflows and automation in ServiceNow to boost efficiency and reduce manual tasks.
• Responsible for the functional flow ensuring it works correctly and in line with the governance standards
• Collaborates with development teams to automate repetitive tasks and integrate systems across the enterprise.

• Works with functional and technical teams to implement and improve workflows automation and integrations. (including form design UI policies business rules and flow orchestration.)
• Integrates automation logic with external systems for end-to-end request completion without manual intervention.
• Ensures compliance with data protection security and audit requirements.
• Manages and continuously optimizes ServiceNow orchestration for automated processes (e.g. approvals provisioning and others)
• Ensures smooth reliable and scalable integrations between ServiceNow and other enterprise systems to streamline the process
• Troubleshoots (with technical teams) and resolves integration issues promptly to ensure continued service requests delivery.

Collaboration and stakeholders

• Acts as a subject matter expert for the ServiceNow platform and collaborates with cross-functional teams (e.g. IT HR etc.) to ensure successful implementation of service requests.
• Provides guidance and support to stakeholders on best practices for catalog development request management and automation.
• Collaborates with external vendors and system owners to ensure smooth integrations and data integrity.

• Facilitates workshops and feedback sessions to gather requirements and validate solutions.
• Communicates product updates changes and value delivered to stakeholders.
• Fosters a culture of IT knowledge sharing among stakeholders.

Training and documentation

• Maintains up-to-date process documentation for Request Fulfillment and Service Catalog

• Develops and maintains comprehensive documentation for all ServiceNow workflows integrations and automation designs ensuring accuracy and accessibility.
• Maintains documentation and governance processes for catalog item creation modification and retirement.

• Develops training guides and communications regarding new features functionality concepts. Conduct regular training sessions and knowledge-sharing workshops