Itsm demand manager
Background and purpose of the assignmentreporting directly to the global service management tool (gsmt) lead and under the supervision of the chief of technology foundational services and the head of it support services, the demand manager aligns business needs with it delivery by managing the intake, evaluation and prioritisation of demands.accountabilities / responsibilitiesmanage and coordinate demand intake related to servicenow itsm, including new features, improvements and service requests.contribute to the development and maintenance of the servicenow product roadmap, covering ux and backend enhancements.evaluate, consolidate and prioritise functional requirements and business demands in line with strategic priorities, the product roadmap and resource capacity.ensure proper tracking and governance of product demand within servicenow itsm, maintaining visibility of the demand pipeline and supporting prioritisation processes.create and manage product backlogs following scrum best practices, ensuring clear requirements and alignment between business needs and technical implementation.maintain strong engagement with customers and tec stakeholders, acting as a bridge between support teams, business partners and product teams.coordinate activities related to product adoption, such as communication, user guidance and steering committees.identify improvement opportunities by analysing service performance,
usage data and operational metrics.provide reports and analytical insights to management to support decision-making and product enhancements.evaluate customer satisfaction through continuous feedback and incorporate insights into product improvements.promote organisational change management practices to support successful adoption of product changes.support and coordinate activities during the business as usual phase of the product lifecycle.coordinate product management activities for the global service management tools (easyvista itsm) ensuring alignment with organisational objectives and tec strategy.support the easyvista team's activities while promoting the product management strategy and contributing to its continuous evolution.qualifications / experience requireduniversity degree in computer science, business administration, economics or international relations.minimum 4 years of experience in operations or similar environments, preferably in large international organisations.excellent communication and interpersonal skills; strong organisational abilities and attention to detail.business-it strategy experience.intermediate to advanced knowledge of microsoft office tools; basic knowledge of it, windows and databases.knowledge and experience with easyvista service manager is highly desirable.itil foundation v4 certification is highly desirable.servicenow certified system administrator (csa) or equivalent is mandatory.languagesfluency in oral and written english (essential).intermediate knowledge of another un official language (arabic, chinese, french, russian, spanish or portuguese) is desirable.
usage data and operational metrics.provide reports and analytical insights to management to support decision-making and product enhancements.evaluate customer satisfaction through continuous feedback and incorporate insights into product improvements.promote organisational change management practices to support successful adoption of product changes.support and coordinate activities during the business as usual phase of the product lifecycle.coordinate product management activities for the global service management tools (easyvista itsm) ensuring alignment with organisational objectives and tec strategy.support the easyvista team's activities while promoting the product management strategy and contributing to its continuous evolution.qualifications / experience requireduniversity degree in computer science, business administration, economics or international relations.minimum 4 years of experience in operations or similar environments, preferably in large international organisations.excellent communication and interpersonal skills; strong organisational abilities and attention to detail.business-it strategy experience.intermediate to advanced knowledge of microsoft office tools; basic knowledge of it, windows and databases.knowledge and experience with easyvista service manager is highly desirable.itil foundation v4 certification is highly desirable.servicenow certified system administrator (csa) or equivalent is mandatory.languagesfluency in oral and written english (essential).intermediate knowledge of another un official language (arabic, chinese, french, russian, spanish or portuguese) is desirable.