Slm 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 Service Level Management - 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 (GPO) for Service Level Management to actively contribute to this important priority.

**Main Activities**

In Project mode:

- Participate fully in the Process Scrum team
- Own and deliver user stories from within each sprint to support the project goals
- Responsible for ensuring latest version of process templates are being used
- Ensure the process documentation as completed by Scrum team are correctly and completely defined
- Manage the approval and publishing of all documentation
- Manage the Silva enhancements required (definition, testing, deployment information)
- Set up the measures necessary for the agreed KPIs and establish reporting
- Set up baselining and future measures for any efficiencies agreed in stream
- Support the creation and responsible for the publishing of any knowledge articles necessary to support the process deployment

During transition from Project to Operational mode:

- Give support/training to operational teams for the correct implementation of the process
- With GPO adjust or add any knowledge articles to ensure comprehensive operational practices
- Ensure KPI and efficiency measures are in place and reporting is generated

In Operations Mode:

- Participate fully in the community
- Deliver all KPI and efficiency reporting as necessary
- Manage any agreed Silva enhancements for the process
- Manage the review and adjustment of the process documentation coming from either process improvements or changes to standard templates
- Keep Knowledge Articles up to date
- Support PAS 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
- 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 G