Ipc Global Process Specialist

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 process in scope (so far live with 9) - including Incident, Problem & Change - 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 Specialist in AXA GO you will support the Global Process Owner(s) (GPO) for IT Incident, Problem and Change Management to actively contribute to this important priority.

**Main Activities**
- Responsible for ensuring latest version of process templates are being used for their process scope
- Manage the approval and publishing of all related process documentation
- Set up baselining and future measures for any efficiencies agreed by the GPO(s)
- With GPO, adjust or add any knowledge articles to ensure comprehensive operational practices
- Ensure KPI and efficiency measures are in place and reporting is delivered
- Participate fully in the Process communities
- Manage any agreed Silva enhancements for the processes; from raising to delivery and any associated process documentation updates.
- Manage the review and adjustment of the process documentation coming from either process improvements or changes to standard templates
- Create and maintain related Knowledge Articles for the processes
- Support Process Adherence initiatives, especially ongoing support/training of operational teams
- Support GPO in all necessary Governance Boards, including development of the necessary inputs (board pack) and outputs (minutes/actions/plan updates

**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)

**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 certification
- 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.