IT Incident

hace 1 semana

Madrid, España SGS A tiempo completo

Company Description
**SGS is the world's leading inspection, verification, testing and certification company. We are recognised as the global benchmark for quality and integrity. With more than 94,000 employees, we operate a network of more than 2,600 offices and laboratories around the 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
**The position will be based in our office in Madrid.**

**Unfortunately we cannot provide relocation or visa sponsorship.

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