User Experience Product Expert

**How will you CONTRIBUTE and GROW?**:
The User Experience Product Expert will be responsible for driving efficiencies and improvements to IT services and products in DDS Americas’ scope. The goal being to ultimately simplify and enhance the experience of Americas’ employees, including IT teams, internal business customers and end-users, driving performance for the business. The role is essential to ensure strong streamlining of processes, aligning with Group standards while addressing local needs. Process improvement and data quality are central to the missions, while making interactions between teams seamless and effective. The job will also entail the product ownership of ServiceNow ITSM to ensure that the organization is extracting the full value of the tool.
- **Efficiency generation and culture.**
- **Drive and facilitate IT Efficiency projects both locally and for the Group, leveraging transversal resources**
- **Responsible for seeking improvement opportunities (local and D&IT-wide) in existing IT processes, workflows and services to employees**
- **Report the points of improvement with use case justification - monitor their prioritization and implementation timeline**
- **Continuously monitor the performance of the processes with the key local and global stakeholders**
- **Contributes to the approval of improvement actions/changes to the process**
- **Estimate and record efficiencies introduced.**
- **ITSM ServiceNow Product ownership.**
- **Be the DDS Americas Local Process Manager contact for ITSM activities and projects, local relay for the Group ITSM Performance**teams
- **Facilitate coordination between Global and Local needs**
- **Identify and lead process improvement in the ITSM channels (CMDB, Incident, Demand, Ideas, Projects, Timesheets )**
- **Contribute to process definition, documentation and deployment within global and local ITSM transformation projects**
- **Data quality**
- **Contributes to KPI definition and monitoring. Responsible for upstream reporting.**
- **Training and support.**
- **Accountable for the deployment and adoption of the processes within DDS Americas teams (including underpinning platforms)**
- **Work closely with internal customers to understand their needs and pain points, and develop solutions to enhance their experience with IT services**
- **Process performance.**
- **Stay up-to-date with emerging trends and technologies in IT process improvement and make recommendations for their adoption.**
- **Develop and maintain documentation for IT processes and procedures highlighting their interactions, and ensure that all documentation is up-to-date and easily accessible.**

**__________**:
**Are you a MATCH?**:
**Education, Training or Certification Requirements**:

- **Bachelor’s degree in Engineering, Computer Science, MIS, Business, or a related discipline**
- **Solid knowledge of ServiceNow is a plus**
- **Experience in Project Management &/or Continuous Improvement methodology is a plus**
- **3+ years experience in IT or related quality management processes (e.g. Six Sigma, ISO 9000, ITIL/ITSM, etc)**

**General Requirements and Knowledge**:

- **Customer-oriented and service-driven**:Precisely answers customer requests, is attentive to customers, respects commitments towards customers and initiates new ideas in order to meet customer expectations.
- **Knowledge-driven and communication abilities**:Shows interest and understanding of functional & technical knowledge in his/her field to communicate them well with all stakeholders and address customer needs. Keeps abreast of evolutions in his/her field.
- **Strong interpersonal skills**:Gets to know others and forms relationships, maintains very good relationships with colleagues, respects the ideas and opinions of others.
- **Team Player**:Shares knowledge and experience, cooperates and makes self available, listens, gathers information, takes into consideration the needs, ideas, opinions of others.
- **Decision-making skills**:Considers all factors before making a decision, makes quick decisions when necessary and accepts the consequences and risks involved.
- **Initiative**:Initiates actions, ideas or solutions spontaneously on his own, undertakes action without waiting for directives, uses all of his/her resources before asking for help, establishes his/her performance objectives and deadlines.

**Our Differences make our Performance**

At Air Liquide, we are committed to build a diverse and inclusive workplace that embraces the diversity of our employees, our customers, patients, community stakeholders and cultures across the world.