It Process And Service Manager
hace 4 meses
En **Mercadona IT** dirigimos y desarrollamos grandes proyectos que impulsan la digitalización de Mercadona, modernizando las aplicaciones ya existentes y desarrollando nuevas herramientas y productos que mejoran y optimizan los procesos de la compañía.Para todo ello necesitamos un perfil IT Process and Service Manager que se una al equipo, encargado de definir, crear y diseñar la hoja de ruta de los procesos de Soporte IT. Únete a nuestro equipo para liderar la transformación digital de los supermercados en España y Portugal.**El reto que te proponemos**:
- Analizar la situación actual y proponer el rediseño de procesos de atención y soporte IT con el objetivo de identificar puntos de eficiencia en los mismos. Identificando sinergias en los procesos, desde el punto de vista de la optimización y la digitalización (automatización).
- Realizar el diseño de un plan concreto y detallado una vez realizado el análisis.
- Seguimiento del proyecto y comunicación del avance que se produzca por medio de indicadores y métricas cuantificables.
- Interlocución con los distintos equipos de atención y soporte IT asegurando que todos están alineados con las estrategias marcadas.
- Análisis de las necesidades del cliente, diseñando los diferentes canales que podemos utilizar para mejorar la experiência del usuario.
- Establecer y mantener acuerdos de nível de servicio (SLA) en colaboración con los grupos de soporte y equipos IT.
**Requisitos**:
**Estudios**:Grado de Ingeniería Informática, ADE o similar.**Conocimientos y certificaciones imprescindibles**
- Conocimiento de herramientas de emisión de tickets (Service Now), inventario y gestión de activos (CMDB), Gestión del conocimiento.
- Alto conocimiento de ofimática (Word, Excel, Power Point, Access, Outlook )
- Conocimiento medio de Windows y MacOS
- Imprescindible nível de Inglés medio.
- Disponibilidad para viajar.
**Capacidades imprescindibles**
- Capacidad de resolución de problemas, gestión de equipos y de proyectos con capacidad de toma de decisiones.
- Capacidad de definir, crear y diseñar la hoja de ruta de los procesos de Soporte IT, para implantar y mejorar continuamente el modelo de procesos y servicios aumentando la agilidad y eficiencia.
- Habilidades de comunicación y habilidades interpersonales capaz de Liderar un proyecto con alto impacto en diferentes equipos de trabajo llegando a hacer cambiar la forma de trabajo actual.
**Experiência**
- Mínimo 3 años de experiência en implementación de iniciativas de mejora continua en la trasformación de servicios de Atención IT y en gestión de herramientas de procesos ITSM a Usuario IT en empresas de gran tamaño.Además de cumplir con los requisitos técnicos, eres una persona apasionada por la tecnología, orientada a la mejora continua, con una mente abierta para aprender siempre y generosa para apoyar y aportar al equipo.**Qué te ofrecemos**:
- Un entorno tecnológico de vanguardia para llevar a cabo proyectos de gran impacto de principio a fin.
- Formación continua tanto a nível técnico como en competencias para mejorar tus skills.
- Un proyecto sólido, reconocido y lleno de posibilidades: aquí podrás crecer profesionalmente en la dirección que desees según tus aptitudes e inquietudes.
- Formar parte de un equipo compuesto por 1.000 personas, con una meta compartida: digitalizar la empresa líder de la distribución alimentaria en España desde dentro.
Si tú no tienes límites, nosotros tampoco.- DatosKafka- DesarrolloAplicaciones
- Infraestructura
- SeguridadIT
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