ITSM Demand Manager
pThe ITSM Demand Manager is responsible for aligning business needs with IT delivery by managing the intake, evaluation, and prioritization of demands related to ServiceNow ITSM and other global service management tools. The role involves coordinating product backlogs, fostering collaboration, and supporting product adoption and continuous improvement within the Technology Division. /p h3Responsibilities /h3 ul liManage and coordinate demand intake related to ServiceNow ITSM, including new features, improvements, and service requests. /li liContribute to the development and maintenance of the ServiceNow product roadmap, including UX and backend system enhancements. /li liEvaluate, consolidate, and prioritize functional requirements and business demands in alignment with strategic priorities, the product roadmap, and resource capacity. /li liEnsure proper tracking and governance of product demand within ServiceNow ITSM, maintaining visibility of the demand pipeline and supporting prioritization processes. /li liCreate and manage product backlogs in line with Scrum best practices, ensuring clear requirements and alignment between business needs and technical implementation. /li liMaintain strong engagement with customers and TEC stakeholders by acting as a bridge between support teams, business partners, and product teams. /li liCoordinate activities related to product adoption such as communication, user guidance, and engagement initiatives, included through the organization of steering committees. /li liIdentify opportunities and recommend improvements to products and related services by analyzing service performance, usage data, and operational metrics.
/li liProvide reports and analytical insights to management to support decision-making and product improvements. /li liEvaluate customer satisfaction through continuous feedback and incorporate insights into product enhancements. /li liFoster collaboration across teams to promote service adoption and continuous improvement. /li liDevelop training frameworks for products in the portfolio. /li liProduce communication materials aligned with TEC’s communication strategy to support product adoption and awareness. /li liContribute to Knowledge Management initiatives and support the TEC KM action plan within the branch and division. /li liPromote Organizational Change Management practices across the organization to support the successful adoption of product changes and new capabilities. /li liSupport and coordinate activities during the Business-As-Usual phase of the product lifecycle. /li liCoordinate Product Management activities for the Global Service Management Tools EasyVista ITSM, ensuring alignment with organizational objectives and TEC strategy. /li liSupport the EasyVista team’s activities while promoting the Product Management strategy and contributing to its continuous evolution and maturity.
/li /ul h3Requirements /h3 ul liUniversity Degree in Computer Science, Business Administration, Economics or International Relations. /li li4+ years of experience in operations or similar environments collaborating with business users, preferably in large international organizations. /li liExcellent communication and interpersonal skills. /li liGood organizational skills and high level of attention to details. /li liBusiness IT strategy experience. /li liIntermediate to advanced knowledge of Microsoft Office tools. /li liBasic knowledge of IT including experience of using Windows and Databases. /li liKnowledge and experience with EasyVista Service Manager is highly desirable. /li liITIL Fundamental V4 certification is highly desirable. /li liServiceNow Certified System Administrator (CSA), Technical Project Manager or/and Business Process Analyst knowledge is mandatory. /li liFluency in oral and written English is essential. /li liIntermediate knowledge of another official UN language (Arabic, Chinese, French, Russian and Spanish) or Portuguese (one of WFP’s working languages) is desirable. /li /ul h3Skills /h3 ul liBusiness and IT strategy /li liMicrosoft Office Suite /li liWindows /li liDatabase Management /li liEasyVista Service Manager /li liITIL Fundamental V4 /li liServiceNow Certified System Administrator /li liTechnical Project Management /li liBusiness Process Analysis /li liDemand Management /li liProduct Backlog Coordination /li liService Management /li liProduct Adoption /li liContinual Improvement /li /ul h3Languages /h3 pEnglish, Arabic, Chinese, French, Russian, Spanish, Portuguese /p #J-18808-Ljbffr
/li liProvide reports and analytical insights to management to support decision-making and product improvements. /li liEvaluate customer satisfaction through continuous feedback and incorporate insights into product enhancements. /li liFoster collaboration across teams to promote service adoption and continuous improvement. /li liDevelop training frameworks for products in the portfolio. /li liProduce communication materials aligned with TEC’s communication strategy to support product adoption and awareness. /li liContribute to Knowledge Management initiatives and support the TEC KM action plan within the branch and division. /li liPromote Organizational Change Management practices across the organization to support the successful adoption of product changes and new capabilities. /li liSupport and coordinate activities during the Business-As-Usual phase of the product lifecycle. /li liCoordinate Product Management activities for the Global Service Management Tools EasyVista ITSM, ensuring alignment with organizational objectives and TEC strategy. /li liSupport the EasyVista team’s activities while promoting the Product Management strategy and contributing to its continuous evolution and maturity.
/li /ul h3Requirements /h3 ul liUniversity Degree in Computer Science, Business Administration, Economics or International Relations. /li li4+ years of experience in operations or similar environments collaborating with business users, preferably in large international organizations. /li liExcellent communication and interpersonal skills. /li liGood organizational skills and high level of attention to details. /li liBusiness IT strategy experience. /li liIntermediate to advanced knowledge of Microsoft Office tools. /li liBasic knowledge of IT including experience of using Windows and Databases. /li liKnowledge and experience with EasyVista Service Manager is highly desirable. /li liITIL Fundamental V4 certification is highly desirable. /li liServiceNow Certified System Administrator (CSA), Technical Project Manager or/and Business Process Analyst knowledge is mandatory. /li liFluency in oral and written English is essential. /li liIntermediate knowledge of another official UN language (Arabic, Chinese, French, Russian and Spanish) or Portuguese (one of WFP’s working languages) is desirable. /li /ul h3Skills /h3 ul liBusiness and IT strategy /li liMicrosoft Office Suite /li liWindows /li liDatabase Management /li liEasyVista Service Manager /li liITIL Fundamental V4 /li liServiceNow Certified System Administrator /li liTechnical Project Management /li liBusiness Process Analysis /li liDemand Management /li liProduct Backlog Coordination /li liService Management /li liProduct Adoption /li liContinual Improvement /li /ul h3Languages /h3 pEnglish, Arabic, Chinese, French, Russian, Spanish, Portuguese /p #J-18808-Ljbffr