Ensure Canon’s core IT Service Management (ITSM) solutions meet quality, compliance, and performance expectations.

This role acts as Product Owner for enterprise ITSM platform Xurrent (1) and related integrations (1) and/or ITSM Power BI reporting and data models (2). The IT Quality Specialist ensures alignment with overarching IT Service Management System and identifies and implements improvements on usability, transparency, and operational efficiency.

1. ITSM Solution Support

• Translate business needs into system designs
• Configure, test and maintain Xurrent and Power BI ITSM solutions
• Resolve incidents, answer information requests, define and implement changes and perform root cause analysis on issues and define improvements.
• Define and monitor automated controls in ITSM solutions
• Act as contact point for user communities. Communicate releases, updates and new capabilities
• Maintain documentation, runbooks, and knowledge articles
• Develop and deliver trainings and workshops

2. Configuration Management DB (CMDB) Ownership (1)

• Define, promote and maintain CMDB structure, policies and governance
• Ensure data accuracy, relationships and control mechanisms

3. Reporting & Analytics

• Develop and maintain ITSM dashboards and reports (Xurrent / Power BI)
• Analyse and relate ITSM data to identify trends, gaps and improvements
• Ensure reports remain relevant and up to date .

Skills and knowledge required:

1. Service Management

• ITSM frameworks (ITIL, USM, ISO 20000)
• Core processes: Incident, Change, Problem, CMDB

• Translate business needs into ITSM solutions

2. Tools

• Experience with Xurrent and Power BI

• Understanding of integrations and data structures

3.Communication

• Clear communicator; simplifies technical topics

• Stakeholder engagement and training experience

4. Data & Reporting

• Builds dashboards and KPIs
• Strong analytical and data modelling skills

Experiences Required:

• 5+ years in IT operations or IT service management
• Proven experience improving ITSM systems and processes
• Experience with Xurrent and Power BI
• ITIL Foundation (v4 or higher)

Preferred:

• USM foundation (Universal Service Management)

• ISO 20000

• Experience in a multinational or matrixed organization.

• Background in working with outsourced service providers and global teams.

• Experience in implementing or optimizing CMDBs and configuration management processes.

• Experience with Knowledge Management standards (KSA)

Canon Core Behaviours​
• Drive for results
• Focus on the Customer
• Take ownership and accountability
• Act as a team player
• Shows courage and conviction
• People orientated
• Caring for self and others