ITSM Demand Manager

Job Description

ITSM Demand Manager | World Food Programme

The Tone:
This is a Regular Consultant Level 1 role at the World Food Programme, located remotely with Rome-based working hours. The World Food Programme is the world’s largest humanitarian organization, dedicated to saving lives in emergencies and fostering peace through food assistance. This role is crucial for aligning business needs with IT delivery by effectively managing the intake, evaluation, and prioritization of demands, ultimately ensuring technology solutions support the organization’s critical mission.

The TL;DR
• Role: Full Time
• Type: Regular Consultant Level 1
• Location: Remote – Rome

• Team: Technology Division, TECM Foundational Technology Services; reporting to the Global Service Management Tool (GSMT) Lead.
• Mission: Align business needs with IT delivery by managing the intake, evaluation, and prioritization of demands for technology services.
• Tech Stack: ServiceNow ITSM, EasyVista Service Manager, Microsoft Office tools, Windows, Databases.

What You’ll Actually Do
• Demand Management: Manage and coordinate the intake of new features, improvements, and service requests related to ServiceNow ITSM, ensuring alignment with strategic priorities and resource capacity.
• Product Roadmap & Backlog: Contribute to the development and maintenance of the ServiceNow product roadmap, including UX and backend enhancements, and create and manage product backlogs in line with Scrum best practices.
• Stakeholder Engagement & Adoption: Maintain strong engagement with customers and TEC stakeholders, acting as a bridge between support, business, and product teams, and coordinating activities for product adoption, including communication and user guidance.
• Performance & Continuous Improvement: Identify opportunities and recommend improvements to products and related services by analyzing service performance, usage data, operational metrics, and continuous customer feedback.
• Governance & Reporting: Ensure proper tracking and governance of product demand within ServiceNow ITSM, maintaining visibility of the demand pipeline, supporting prioritization processes, and providing analytical insights to management.

The Must-Haves
• Background: University Degree in Computer Science, Business Administration, Economics, or International Relations.
• Experience: 4+ years of experience in operations or similar environments collaborating with business users, preferably within large international organizations.
• Skills: Excellent communication and interpersonal skills, strong organizational skills with attention to detail, business & IT strategy experience, intermediate to advanced knowledge of Microsoft Office tools, basic knowledge of IT including Windows and Databases, and mandatory knowledge of ServiceNow Certified System Administrator (CSA), Technical Project Manager, or Business Process Analyst.
• Bonus: Knowledge and experience with EasyVista Service Manager, ITIL Fundamental V4 certification, or intermediate knowledge of another official UN language (Arabic, Chinese, French, Russian, Spanish) or Portuguese.