IT Process Analyst / Change Manager

The candidate will take part to the on-going One Workplace Program and will have as mission to cover following topics (list is not exhaustive):

• Document the current Service Desk operating model and identify the key tasks being performed including RACI / R&R
• Identify what will be the impacts for the Service Desk in terms of processes, operational activities and resources
• Design, document and implement the target support processes to be followed for our client end-users migrated on Windows Edition
• Define the new work instructions to be followed by the Service Desk teams in order to provide end-user support on Windows Edition
• Establish a transition plan to avoid any interruption of service while moving to Windows Edition
• Define a clear operating model to support the double run during the whole migration timeline (18 months)
• Identify / update the knowledge articles (end-users / 9936 agents) to be updated to support Windows Edition
• Define and implement the Change Management Plan to ensure end-user adoption is happening in the best conditions, including Communication Plan

Skills

• Communication, Analytical, Collaborative
• Languages: Dutch, French and English
• Experience in IT Service Management / Operations is a real added value
• Experience in IT Service Management / Operations (5 to 10 years minimum)
• Capacity to write requirements in English, summarize content towards Middle / Senior Management
• Other: documentation, process design, good understanding of Service Desk and Workplace eco-systems, ability to summarize key messages towards Management, ITIL best practices and ADKAR Methodology knowledge are a plus.

We use the pronoun « they » or « the candidate » wherever possible to include all individuals when talking about candidates, regardless of their gender identity. We believe that everyone should be treated with respect, regardless of their gender identity.