We are a team of IT professionals from many countries and diverse backgrounds, each with unique missions and challenges in the biggest health, nutrition, and wellness company of the world. We innovate every day through forward-looking technologies to create opportunities for Nestlé's digital challenges with our consumers, customers and at the workplace. We collaborate with our business partners around the world to deliver standardized, integrated technology products and services to create tangible business value.Position SnapshotBarcelonaPart of IS/IT Workforce ExperiencePermanent contract with competitive salary & key benefits packageFull-time work, virtual working available in a global environmentBachelor's degree or higher, preferably in computer science, engineering, business administration or related areaDemonstrated experience in a product-based IS/IT organization6+ years of experience in IS/IT Service Management, Customer Experience closest to the Business, Integration and AutomationExperience in ServiceNow PlatformITIL Certified5+ API, Integration and Automation experience within ITPosition SummaryUnder the supervision and guidance of your Product Manager Service Excellence based in Barcelona, you will be responsible for maintaining, evolving, and improving ITSM Integrations and Automations to create efficient gains and return to internal and external stakeholders and business.You are accountable for the ITSM Automations and Integrations E2E, capturing new, current existing and to be retired projects to ensure an effective Product and IT Operations organization. You also deliver process controls that support Nestlé's initiative to simplify the life of the end user, standardize work across Nestlé markets and businesses, and share above market in centers of scale and competency.You manage your stakeholders as well as the team(s) developing new capabilities that bring value to your products and product groups. You are responsible for the End to End of ITSM Integrations and Automations as a product globally, hence being responsible for the supporting tool (ServiceNow), process design, capability built globally (trainings, communications, and knowledge articles), Standard Operating Procedures, adoption, performance metrics and control points, governance strategy, automation, visual identity, and feedback.A day in the life…Managing end to end of ITSM Integration and Automation (ServiceNow, Mulesoft, Flow Designer)Connect with product strategy and visionAct as a key stakeholder/sponsor for Problem Solving and Continuous improvement activities within the teamEnsure the Service Request Catalogs are correctly defined and maintainedLeverage Service-based reporting and control points to understand end to end performance for integrations and automations from both a business and product stream perspective.Ensure compliance standards by design meeting the mandatory requirements for support and risk mitigationEnsure quality of integrations and automations, including lifecycle and housekeepingCoordinate end to end governance with the IT Leadership teamCreate and manage enhancements to improve ITSM applicationsUnderstand the Impact on ISMS process due to existence as a Business ApplicationEnsure the master data is regularly reviewed and maintained.Collaborate with other modules such as Request Fulfillment, Incident Management, Problem Management, Knowledge Management whenever necessaryAdvocate for new trends and technologies (new practices, tools, features)Improve user's satisfaction and endorsement of ITSM products.What Will Make You Successful?Able to create & maintain strong relationships with key stakeholdersAdaptable to learn new ways of working and growth mindsetBeing highly creative and analytical, from both a technology and report design perspectiveDemonstrated experience developing and maintaining strategic and operational reporting for consistency and increased productivityDemonstrated experience in making the changes to integrations and automations through a defined workflowDemonstrated experience in running effective Continual Improvement initiativesDesigned clear Roadmap connections showing the yearly plans and bringing them to realityEngagement on projects to assist implementation of new ways of working practices and proceduresEnsure achievement of ITSM CSAT-Customer Satisfaction Survey rates and NPS-Net Promoter Score to drive receiver-centric mindsetExcellent English and Spanish communication skills applied with different stakeholders, nationalities and mediums (face-to-face and remote)Experience working in a global environment and with virtual teams, able to work on multiple tasks simultaneously and have strong organizational skillsGood performance in creating user personas, performing capability building and practically implementing solutions.Above-average organization and prioritization skills, with the ability to juggle multiple responsibilities at the same time.Good coordination and simple communication among the Product owners, Applications owners, and Product Stream Operation ManagersWorks effectively both independently and in a team environment and must be able to adapt to a rapidly changing business environment
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