We are looking for an IT Operations Specialist in IT Service Management.Position SnapshotType of Contract: PermanentType of work: HybridWork Language: Fluent Business EnglishPosition SummaryThe IT Service Excellence Operations Specialist is primarily responsible for regional IT Service Management practices and processes, focusing on ITIL processes in Incident, Request, Knowledge, Problem, and Experience Management.This role will also engage in various projects related to ITSM services and products, collaborating with the product owner on the design and implementation of the process, monitoring compliance, and driving Service Review KPIs and Reporting for all in-scope Products & Regions.Responsibilities include:Managing the Service Experiences AG ticket queues to ensure proactive management of tickets.Acting as the point of contact for incoming queries, requests, and escalations related to operational tools such as Service Now.Tracking results and performing analysis for the RUN IT Objectives for EUR.Collaborating with IT Service Management and Product teams to understand results, develop action plans, and drive improvement.Training new starters within IT Service Excellence on key activities, processes, and ways of working.Acting as the SPOC for ITSM Tech leads to assist in communication and delivery of new product features into the EUR zone.A day in the life of...Leading the Market connect Forums for zone EUR.Being the Regional escalation SPOC for ITSM.Driving to achieve the RUN IT Objectives.Measuring process adherence through KPIs.Ensuring target resolution times are met.Supporting the development and maintenance of IT Service Management processes and supporting documentation.Identifying training requirements for the process and tools (Service Now).Delivering training to all organizations contemplated by the process.Acting as the control point for process and quality controls within process deliverables.Ensuring the production of required management reports.Recommending changes to the design and scope of the process when required.Addressing and resolving issues with process operation and execution with the process owner.Guiding and assisting support group staff in developing and delivering workarounds and resolutions.Acting as a mentor and coach for IT Service Management processes.Qualifications:Preferred experience and certification in ITIL practices.Preferred experience with ServiceNow and AI capabilities.Experience:Minimum 8 years in Service Management.Managing operations for IT Service Management Processes and coordinating governance activities with IT suppliers for large-scale IT sustain organizations.Significant service delivery experience within complex, global organizations with the ability to influence and consult in an IT Service Management environment.What will make you successful:In-depth knowledge of the services that IT delivers to receivers.Knowledge of the service management tool (Service Now) used to support the process.Ability to explain and guide staff through the process.Knowledge of receiver needs and service level agreements.Knowledge of the technical environment.In-depth knowledge of the process workflow and KPIs.Excellent oral and written communication skills.Analytical and trend analysis skills.Knowledge of root cause analysis techniques.We offer you:We offer more than just a job. We put people first and inspire you to become the best version of yourself.Great benefits including competitive salary and a comprehensive social benefits package, competitive pension plans, and flexible remuneration with tax advantages: health insurance, restaurant card, mobility plan, etc.Personal and professional growth through ongoing training and constant career opportunities reflecting our conviction that people are our most important asset.Hybrid working environment with flexible working scheme. Our state-of-the-art campus is dog-friendly and equipped with a medical center, canteen, and areas to co-create, network, and relax!About the IT HubAt Nestlé IT, we are a diverse, global team of IT professionals in the largest health, nutrition, and wellness company in the world. We strive to create an environment where people are valued for who they are and innovate every day through future-ready technologies.About NestléWe are Nestlé, the largest food and beverage company in the world, with a presence in more than 185 countries. Our values are based on respect for ourselves, others, diversity, and our future. Nestlé is dedicated to offering high-quality food and beverage products that contribute to nutrition, health, and well-being.We encourage the diversity of applicants across gender, age, ethnicity, nationality, sexual orientation, social background, religion or belief, and disability. Step outside your comfort zone; share your ideas to make a difference every single day.
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