IT Service Management

hace 11 horas

Barcelona, España Nestlé SA A tiempo completo

We are looking for an IT Operations Specialist in IT Service Management.

Position Snapshot

Type of Contract: Permanent
Type of work: Hybrid
Work Language: Fluent Business English

Position Summary

The IT Service Excellence Operations Specialist is primarily responsible for regional IT Service Management practices and processes, focusing on ITIL processes in specific Incident, Request, Knowledge, Problem, and Experience Management.

In addition to operations, the role will engage in various projects related to ITSM services and products, collaborating with the product owner on design and implementation decisions.

Responsibilities include monitoring compliance and the health of the process, preparing and driving the Service Review KPIs and Reporting for all in-scope Products & Regions, and managing the Service Experiences AG ticket queues.

Act as the point of contact for incoming queries, requests, and escalations related to operational tools such as ServiceNow.

Track results and perform analysis for the RUN IT Objectives for EUR.

Work collaboratively with IT Service Management and Product teams to understand results, develop action plans, and drive improvement.

Train new starters within IT Service Excellence on key activities, processes, and ways of working.

Act as the SPOC for ITSM Tech leads to assist in communication and delivery of new product features into the EUR zone, compiling feedback for review and actions.

A Day in the Life of...

Lead the Market connect Forums for zone EUR.
Be the Regional escalation SPOC for ITSM.
Drive to achieve the RUN IT Objectives.
Measure process adherence through KPIs.
Ensure target resolution times are met.
Support the development and maintenance of IT Service Management processes and supporting documentation.
Identify training requirements for the process and tools (ServiceNow).
Ensure knowledge transfer and deliver training to all organizations involved in the process.
Act as the control point for process and quality controls within the process deliverables.
Ensure the production of required management reports.
Recommend changes to the design and scope of the process when necessary.
Address and resolve issues with process operation and execution with the process owner as needed.
Guide and assist support group staff in developing and delivering workarounds and resolutions regarding the process and tool aspects.

Qualifications:

Preferred experience and certification in ITIL practices.
Preferred experience with ServiceNow and AI capabilities.

Experience:

Minimum 8 years in Service Management.
Experience 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 (ServiceNow) 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.
Knowledge of process workflows and KPIs.
Understanding of how IT Service Management processes interface with each other.
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. We have one of the most competitive pension plans on the market, as well as 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 a 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

Recreation Activities such as yoga, Zumba, etc., and a wide range of volunteering activities.

About the IT Hub
At 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. We innovate every day through future-ready technologies to create opportunities for Nestlé to delight consumers, customers, and employees alike.

About Nestlé
We 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: respect for ourselves, respect for others, respect for diversity, and respect for our future. Nestlé is dedicated to offering high-quality food and beverage products and services that contribute to the nutrition, health, and well-being of people, pets, and the planet.

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 and way of thinking to make a difference in the world every single day.

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