Job Description

ESSENTIAL SKILLS REQUIREMENTS:

• Proven experience in IT Service Management (ITSM) dealing with challenging projects and collaborating with stakeholders across products, regions and feature teams.
• Extensive experience with configuring, administering and supporting large enterprise IT Service Management (ITSM) platform and solutions like ServiceNow and BMC Remedy Helix
• Proficient experience and knowledge of Configuration Management Database (CMDB), configuration item data models and relations.
• Detail familiarity of specific IT Infrastructure environments/technologies: IT Platforms Operations systems (Windows, Linux), Data Centres, Networks, Databases, Web technologies, Cloud technologies (AWS, Azure), storage and middleware
• Ability to conceptualize complex information and perform detail analysis when required
• Capability to develop and improve a governance framework to measure and continually improve data quality and verification processes
• Capable of providing training as a subject matter expert (SME) and provide input on knowledge sharing sessions to key stakeholders
• Comprehensive understanding of enterprise architecture concepts and models
• Extensive experience with DevOps processes and tools.
• Extensive experience with ITIL version 4 principles and processes
• Extensive experience with Release Management, in complex and production critical environments.
• Experience in Agile methodology and tools.
• Knowledge and experience with project management principles and methodologies, related to software development.
• Ability to analyze existing processes and systems and identify areas for improvement and increased operational efficiency.
• Ability to drive and deliver in accordance with deadlines and provide detailed reporting and progress of overall projects/initiatives.
• Strong Document management and reporting capabilities including creation of standard operations procedures in line with AWM
• IT Process Steering & Governance
• IT Operations Frameworks

ADVANTAGEOUS SKILLS REQUIREMENTS:

• Knowledge in designing, configuration and maintaining ITSM service models (ServiceNow CSDM)
• Excellent communications skills at senior engagement levels
• Ability to relate and interact with a variety of stakeholders at different organisational levels
• Strong interpersonal skills, including intercultural understanding
• Able to work under pressure and be resilient in stressful situation
• Must be self-motivated and open to learn independently
• Proactive and be able to provide new ideas for improvement of processes and work methods
• Self-starter
• Learning mindset
• Flexibility to take up different tasks in the team and be a team player
• Willing and able to travel international when required

QUALIFICATIONS / EXPERIENCE NEEDED:

• Fluent English-speaking, including business reading and writing
• Information Technology qualification (degree/diploma)
• ServiceNow certifications (ITSM Fundamentals, CSDM, CMDB)
• ITIL v4 Certification advantageous
• Min 8 years working experience in IT Service Management
• Team-player (working in an international environment and team)

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