IT Incident
hace 2 semanas
Company Description
**We are SGS - the world’s leading testing, inspection and certification company. We are recognized as the global benchmark for sustainability, quality and integrity. Our 97,000 employees operate a network of 2,650 offices and laboratories, working together to enable a better, safer and more interconnected world.**
**Job Description**:
**Working as a core member of our IT Service Delivery Team, you will be responsible for Incident and Knowledge Management practices for Global Teams.**
**More specifically, you will**:
- Monitor Incident & Major Incident KPI´s and propose improvements to the different support levels for smoother operations of different services while minimizing business or operational impact
- Help investigate Incidents and find correlation between them
- Coordinate and supervise response of Major Incidents to ensure the right people are taking care of the respective actions to fix the reported issue
- Provide knowledge plan to all stakeholders and lead continuous improvement for Knowledge Base and Knowledge Management process
- Identify internal customer needs and deliver within the business context
- Develop a supportive and collaborative knowledge sharing culture to drive the successful adoption of technology solutions for knowledge management
- Determine ways to reduce costs without compromising on customer satisfaction
- Perform quality assurance on knowledge articles to ensure they align with set standards
- Capture, organize, and develop information, knowledge and stories from employees, customers, and external partners
**Qualifications**:
- 5+ years of experience working with core IT Service Management processes and at least 3+ years of experience with the ServiceNow platform ITSM, ITOM
- Excellent knowledge of the ServiceNow Platform
- Foundation certification with solid implementation experience (ITIL v4 Certification is preferred)
- Experience creating enriched training material, documents, Knowledge articles, videos, etc.
- Good Operational experience understanding how Service Desks operate in an international crossed region organization
- Agile projects in a matrix organization
- Experience with and CMDB´s adoption would be a great advantage
- Ability to manage the relationship with a major ServiceNow / Operational outsourcing Partner
- Strong verbal and written communication skills in English
Additional Information
A career at SGS enables you to collaborate in an open, friendly and supportive culture that thrives on teamwork, and flourish in an environment where people respect and help each other to grow and succeed. Expand and enrich your career through endless opportunities to learn, grow your expertise and fulfill your potential.
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