IT Application SpecialistPermanent contract / Marbella, SpainSommet Education is a hospitality management and pastry & culinary arts education group of more than 1200 employees that is home to five leading brands: Glion Institute of Higher Education, Les Roches Global Hospitality Education, Ecole Ducasse, Invictus Group and the Indian School of Hospitality. Our headquarters are based in Lausanne, Switzerland, with additional hubs in Marbella, Spain (Accounting) and London, UK (Enrolment, Marketing and Digital).You share our values: Development, Distinctiveness, Joint commitment, Openness and Sense of service.Education and Professional Qualification:Information Technology degree or similar qualification.Experience:At least 2 years of demonstrated experience in ServiceNow IT Service Management module configuration, administration and development, including but not limited to successful deployments as lead, or similar experience with another ITSM tool.Experience in implementing or managing ServiceNow Strategic Portfolio Management module a plus.Experience in application lifecycle management / release management.Working with multiple site locations and cultures.Experience in Project Management or Business Analysis in an international environment a plus.Knowledge and Skills:Excellent level of English and Spanish.ServiceNow certification a plus.Knowledge of ITIL processes, certification a plus.Experience using JavaScript, XML, and HTML a plus.High level of concern regarding customer satisfaction and benefits realization.Ability to work in a fast-paced environment while managing multiple tasks and maintaining a professional attitude.Ability to manage multiple priorities and meet deadlines.Ability to demonstrate a methodical approach for all tasks.Strong organizational and interpersonal skills such as: persistent, client-oriented, results-oriented and accountable.Good interpersonal and problem-solving skills along with attention to detail.Develop a sustainable, customer-focused environment to enhance and improve the quality of technology services used by the schools for the benefit of all Staff, Faculty and Students.Responsible for providing technical expertise in ServiceNow environment, take ownership of the platform in order to develop, maintain and monitor it in a scalable and agile environment.Application ManagementResponsible for the management of day-to-day application lifecycle: demand, incidents and service requests, change & release management, major version upgrades coordination, platform configuration and administration.Collect, prioritize, coordinate, follow up and communicate the resolution of issues and implementation of application enhancement requests.Provide Subject Matter Expertise on issues or new developments.Lead projects / work with project teams to help implement internal systems and processes in the IT Service Management / Strategic Portfolio Management areas to meet evolving organizational needs.Ensure that functional and technical documentation is produced and maintained.Participate in fulfillers' training about ServiceNow UI basics.Prepare test cases, execute tests and provide test reports, or coordinate User Acceptance Testing with other teams.Provide improvement opportunities that will simplify and optimise end users' platform usage.Supplier ManagementLiaise with suppliers on the following aspects: contracts, licences, support & maintenance hours, governance meetings.Monitor the respect of Service Level Agreements by the suppliers, if any.Coordinate the suppliers activities' distribution and follow up.Collaboration & CommunicationWork closely with platform Key Users to plan new developments and projects.Work with project teams to help implement internal systems and processes, and evaluate support needs as part of the projects requirements.Communicate effectively and in a timely manner, pursuing intra-team collaboration to ensure maximum capability of incident resolution and request fulfilment.Maintain a customer-oriented focus at all times.
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