[Hiring] ITSM Demand Manager @World Food Programme

Role Description

Reporting directly to the Global Service Management Tool (GSMT) Lead and under the general supervision and guidance of the Chief of Technology Foundational Services and the Head of Service Management Platform Services, the Demand manager is responsible for aligning business needs with IT delivery by managing the intake, evaluation, and prioritization of demands.

Accountabilities/Responsibilities

• Manage 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, including UX and backend system enhancements.
• Evaluate, consolidate, and prioritize functional requirements and business demands in alignment 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 prioritization processes.
• Create and manage product backlogs in line with Scrum best practices, ensuring clear requirements and alignment between business needs and technical implementation.
• Maintain strong engagement with customers and TEC stakeholders by acting as a bridge between support teams, business partners, and product teams.
• Coordinate activities related to product adoption such as communication, user guidance, and engagement initiatives, included through the organization of steering committees.
• Identify opportunities and recommend improvements to products and related services by analyzing service performance, usage data, and operational metrics.
• Provide reports and analytical insights to management to support decision-making and product improvements.
• Evaluate customer satisfaction through continuous feedback and incorporate insights into product enhancements.
• Foster collaboration across teams to promote service adoption and continuous improvement.
• Develop training frameworks for products in the portfolio.
• Produce communication materials aligned with TEC’s communication strategy to support product adoption and awareness.
• Contribute to Knowledge Management initiatives and support the TEC KM action plan within the branch and division.
• Promote Organizational Change Management practices across the organization to support the successful adoption of product changes and new capabilities.
• 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 organizational objectives and TEC strategy.
• Support the EasyVista team’s activities while promoting the Product Management strategy and contributing to its continuous evolution and maturity.

Qualifications

• University Degree in Computer Science, Business Administration, Economics or International Relations.
• 4+ years of experience in operations or similar environments collaborating with business users, preferably in large international organizations.

Knowledge & Skills

• Excellent communication and interpersonal skills.
• Good organizational skills and high level of attention to details.
• Business & IT strategy experience.
• Intermediate to advanced knowledge of Microsoft Office tools.
• Basic knowledge of IT including experience of using Windows and Databases.
• Knowledge and experience with EasyVista Service Manager is highly desirable.
• ITIL Fundamental V4 certification is highly desirable.
• ServiceNow Certified System Administrator (CSA), Technical Project Manager or/and Business Process Analyst knowledge is mandatory.

Languages

• Fluency in oral and written English is essential.
• Intermediate knowledge of another official UN language (Arabic, Chinese, French, Russian and Spanish) or Portuguese (one of WFP’s working languages) is desirable.