Process Manager – Catalogue de Services

CDS Mauritius Ltd is looking for a Process Manager - Catalogue de Services to join the team and start the adventure within the COLAS Group.

The Process Manager will be responsible to handle service requests and incidents, as well as maintaining the Service Catalog within the ITIL framework. The person will also act as the Process Owner for the France perimeter. The ITSM tool used is ServiceNow.

 Key responsibilities

• Responsible for the proper functioning of the Service Catalog process (300 items accessible via the portal).
• Provide support and management of incidents and service requests according to established IT Service Management (ITSM) processes and procedure
• Analysis of requests submitted for modification of the service catalog, review of specifications and planning of sprints
• Always work towards continuous service improvement to deliver an excellent service delivery to users
• Follow-up on the sprint: discuss requests with the Factory (developers) and the requestors, assist and follow-up on testing, preparation of the next sprint and editing of the newsletter
• Act as a point of contact and intermediary between requestors and the Factory
• Handle functional incidents with the assistance of the Factory and perform necessary testing
• Respond to emails and requests via MS Teams, providing explanations on how Catalog items work as well as delivering information on the Service Request process
• Compliance and adherence to the current process and procedures as defined by the Group
• Perform any cognate duties as assigned by the Manager

 Experience & Qualifications

• Diploma in any IT related field
• At least 2 years’ experience working in an ITSM environment
• Very good knowledge of the ITIL framework
• Certification in ITIL V3 or V4 would be a definite advantage
• Good knowledge and working experience on ServiceNow tool
• Good experience in handling service and change requests, incident management and ITSM functional processes

Skills

• Excellent communication level in English and French (spoken/written) is Mandatory.
• Advanced analytical, troubleshooting and multi-tasking skills
• Excellent interpersonal skills, flexible and a team player with highly adaptable personality traits
• Self-motivated and willing to learn new skills and technologies
• Excellent prioritization and time management skills