Empresa: Michael Page
Provincia: Barcelona
Población: Barcelona
Descripción:
Perfil buscado (Hombre/Mujer)
Service Catalogue Management
• Capture, document and publish Service Catalog in order to provide up-to-date information to the Service user community
• Identify Services that should be included in the Service Catalog
• Document the Service offering in terms familiar to the audience
• Ensure all stakeholders sign-off on the Service offering
• Ensure the publication of new Service Offering
• Maintain published Service Offerings
• Assist in communication and promotion of the Service Offering
• Ensure relevant items such as requestable service offers or service levels are recorded within ITSM tools
Service Portfolio Management process
• Define the process of bringing new services into the existing Service landscape as well as retiring them
• Drive the alignment and communication between the Service owners
ITSM Service Reporting
• Support Business Stakeholders and Service owners in definition of KPI with the overall aim to improve service quality
• Ensure each service is measured and reported on schedule
• Measure and report service quality based on SLA (when they are introduced)
• Own scheduled ITSM-specific performance reports
ITSM Documentation Management
• Establish, own and maintain the global ITSM document repository and the ITSM documentation management procedure
• Act as ITSM document librarian
• Track documentation expiration status and drive document review cycles
• Own and manage document templates pertaining to the ITSM framework
Knowledge Management Process
• Define and establish Knowledge Management process to be used by the IT and the business
• Control and report process quality
• Service catalog and services. ServiceNow|Possibility to grow. International company
MSc. degree in Computer Science
ITIL Foundations v3/v4 Certification
Project Management certification is a strong plus
Minimum 5 years of ITSM manager/project manager experience
Familiar with industry leading ITSM platforms (ServiceNow is an advantage) on functionalities, integrations and out of box features of the latest releases
Experience in designing, developing and documenting IT Service Management process workflows, governance (RandR and RACI), performance measurement and reporting
Experience in developing ITIL process performance metrics, measurement and agreementsAs well as:
• Desire to thrive in a multinational environment with delivery teams around the world
• Strong business acumen and customer-centric orientation
• Ability to effectively prioritize and execute tasks in a high-pressure environment
• Solid written, oral, and interpersonal communication skills (English required)
• Willingness to
