Description
Goals:-to ensure a better demand capture of the different maintenance tasks of IT applications and to build KPIs to improve the data quality ticketing system service
-to ensure that we improve the analysis phase and the design phase to reduce rework in realisation phase (according to our project methodology) by the introduction of scope control concept in projects. ROI projects
Tasks:
ticketing system service
-Analyse the AS-IS process
-Interview the SPOCs of the ticketing system
-Determine which KPIs will be needed for facilitating decisions based on the content of JIRA and define needed information (e.g.: priority of the request, worked hours/ request, request type, link with budget..)
-Ensure all bugs, change requests, incidents and support are introduced in the system with a clear process
-Supervise approval process of the KPIs and the TO-BE process
-Create new forms and workflows in JIRA that will facilitate the demand capturing process and supervise approval process
-Create KPIs dashboard for the SPOC's managers
-Write documentation of the TO-BE processes
-Train and coach users: about 40 persons.
-Verify first quality of improvements
ROI projects service
-Definition of new concepts : scope control, scope table, scope freeze and change request management
-Build a communication plan and trainings
-Add these new concepts in the Portfolio and project methodology of our client
Additional information:
-A University graduate
-Experience in project management, including coaching persons
-Experience with ticketing systems, workflow processes, building KPI dashboards
-Experience with JIRA . However, practical work to create new workflows, forms and KPIs can be performed by internal persons or it can also be performed by a colleague of your company.
Languages:
-Fluency in English
-Fluency in Dutch or French