Service Portfolio Management - Zaventem, België - Next-Link

Beschrijving

• Provide best practices & experience based support to our Service Portfolio management process owner in defining the process (identifying appropriatie stakeholders in the organisation, process design, process RACI to map process roles to stakeholders, ...).
• You support the Process Owner in defining & guarding policies, procedures, work instructions, ... with regards to Service Portfolio management.
• Support our Organisational Change department in definition and execution of required organizational change approach and plan concerning Service Portfolio management (gap analysis, material creation, creation & conducting of trainings, ...)
• Lead in gathering initial data regarding Business services (offerings), Technical services (offerings) and their relations to other CSDM data concepts (application services, CI's, You guard that definitions and taxonomy are respected, data is consistent and of good quality. Stakeholders see you as the 'go-to-person' on questions regarding definition of this data. You prepare the best approach and plan to capture the required data.
• You work closely together with stakeholders as Configuration Manager, Architects, ServiceNow platform owner, ... to create definitions, approach and data quality assurance with regards to Business technical services (offerings) & Technical services (offerings).

• You support our internal Configuration Management Process Owner - CMDB owner in their operation.
• Support the day-to-day facilitation of the Configuration process. This primary objective of the role is to ensure change to the data in CMDB are controlled and to enable efficient resolution of integrity issues.
• Increasing the existing CMDB, both in terms of scope (expanding types of CI's and assets) as well as data quality for the existing data
• Collaborating on the day-to-day activities of the process; ensuring operating procedures are documented to support the activities.
• Applying the configuration management process to specific CI Types (assignment of roles per CI types)
• Supporting in creating and maintaining documentation and learning material for configuration management process users
• Maintains the Configuration Management System, including the CI data model and relationships in collaboration with CI data owners
• Ensuring that all information within the CMDB is accurate and up to date.
• Tracking compliance to the process
• Providing support in ServiceNow to users and process owners within the organization

Requirements

• Excellent knowledge of ServiceNow CSDM model and experience in applying this in Configuration and Service Portfolio Management.
• Expérience in establishing and rolling-out such processes in an organisation ('not only' executing them)
• Good knowledge and experience on using Digital Portfolio management module in ServiceNow and CMDB workspace.
• Good knowledge of IT governance processes and their relations (IT Service mgmt, operations mgmt, portfolio mgmt, ... )
• ITIL expert
• Good knowledge of ITSM processes as Service Catalog, Change / Incident / Problem

• You are reliable and patient in supporting organisation in adoption of new process &

• You take motivation in helping people, whilst keeping meeting your own objectives in mind

• You express a critical mindset in applying the agreed principles.
• Master's degree or equivalent through experience
• Team player with excellent communication skills
• Good knowledge of Dutch, French and English, both orally and in writing
• Able to work independently, strong problem solving techniques, proactive
• Can work onsite few days per week