Job Description

IT Specialist - Process Management


Country: United Arab Emirates
Position Location: Dubai
Contract Type: Permanent
Work Pattern: Full Time
Sector: Corporate services
Discipline: Information technology
Job Ref: 3623
Recruiter Contact: Supriya Yadavalli
Mott MacDonald


We're a global engineering, management, and development consultancy. Our purpose is to improve society by considering socialoutcomes in everything we do, relentlessly focusing on excellence and digital innovation, transforming our clients' businesses, our communities and employee opportunities.


A fundamental part of this is respecting each person's differences and striving to meet their needs.


Our values: Progress, Respect, Integrity, Drive, Excellence.


About the business unit

Mott MacDonald's support services are the driving force behind our organisation enabling us to run efficiently and effectively. The team works collaboratively to offer specialist advice, best practice and technology to all areas of our business specifically designed for our global reach.


Overview of role




The IT Process Specialist collaborates with a global team, spearheading strategic process improvement initiatives.


Their primary responsibilities involve maturing IT documentation and enhancing systematic processes within our primary ITSM tool,ServiceNow. They achieve this by executing an ongoing program to

review, revise, and enhance processes, procedures, and work instructions in collaboration with key IT stakeholders.


Additionally, they proactively engage with IT teams, collecting insights and feedback to drive continuous improvement.


Overall, this position plays a critical role in supporting the entire IT organisation by optimizing operations through the review and establishment of industry-leading IT best practices.


Key duties and responsibilities include:


• Create a comprehensive set of performance metrics that evaluate the effectiveness of IT processes and services, utilising ServiceNow's performance analytics capabilities.
• Improve the maturity of systematic processes by assessing current procedures in ServiceNow, pinpointing potential enhancements, and spearheading initiatives to implement these improvements.
• Initiate proactive and innovative measures to detect gaps in the documentation process and advance the maturity of documentation.
• Promote adherence to robust documentation standards and foster a culture of strong documentation practices.
• Identify and assess risks associated with IT processes and proposing effective mitigation strategies.
• Collaborate with cross-functional teams to drive project completion within the value streams.
• Promote process excellence by researching best practices in the industry and investigating new functionalities within ServiceNow to improve, automate, and optimise processes.
• Provide training and monitor improvements, ensuring compliance with new processes.




Candidate Specification


Essential


• Significant experience of working in the IT Process Specialist
• role or similar.
• Extensive experience in ServiceNow and its various modules and hands-on experience with ServiceNow performance analytics.
• Excellent knowledge of ITSM processes.
• Ability to create systematic and user-friendly documentation of policies, processes, and work guides.
• Proficiency in translating business processes through diagrams and workflows.
• Excellent working understanding of information technology and its application to business issues.




Desirable


Experience with agile methodologies.

Proficient in Project Management.

Experience in being a subject matter expert for modules in ServiceNow such as the continuous improvement, feedback, service operations workspace, problem, request, and incident modules.

Experience of working in a global organisation.

IT Specialist - Process Management
ITIL v3 or V4 qualified.


Personal Attributes


• Passionate about technology and learning.
• Highly self-motivated and directed.
• Ability to balance demands and priorities and think clearly under pressure.
• Attention to detail and a focus on quality.
• Excellent conflict resolution, communication, and collaboration skills.
• Logical and analytical approach to solving problems.




We can offer (subject to Company's policy):
• Agile and safe working environment


• Competitive annual leave and sick leaves


• Group incentive scheme


• Group term life insurance, Workmen's compensation and Group medical insurance coverage


• Short and Long-term Global employment opportunities


• Global collaboration and knowledge sharing


• Digital Innovation and Transformation




Equality, diversity and inclusion
We put equality, diversity and inclusion at the heart of our business, seeking to promote fair employment procedures and practices to ensure equal opportunities for all. We encourage individual expression in our workplace and are committed to creating an inclusive environment where everyone feels they have the opportunity to contribute.


Agile working
At Mott MacDonald, we believe it makes business sense for you and your manager to choose how you can work most effectively to meet your client, team and personal commitments. We embrace agility, flexibility and trust.