Responsibilities:
- Maintaining and improving of existing setup.
- Collaborate with application developers and application development teams.
- Solutions must be maintainable and leverage existing code or OOB functionality where possible.
- Provide support for ServiceNow Platform.
- Configure and enhance OOB solutions and custom apps on the ServiceNow Platform.
- Facilitate system upgrades, updates and patches.
- Perform root cause analysis and debug problems.
- Develop and maintain data integration between ServiceNow and other platforms.
- Promote and champion the benefits of Incident, Problem, Change, Release, Request, Knowledge Management, CMDB and other IT Service Management processes.
- Develop and drive implementation of the service management tools, monitoring and associated business processes across the group.
- Support continual service improvement and ongoing process maturity through regular reviews of the process and tools, trend analysis and metrics reporting and through regular engagement with stakeholders.
- Partner with relevant departments to see how services are currently accepted, used to provide continuous service improvement.
- Provide training opportunities to build the skills of IT employees and ensure their ongoing ability to provide effective global support.
- Seek opportunities to utilize technology to improve operations, increase productivity, ensure accuracy and reduce costs.
- Maintain close interactions with global Information Technology team members.
- Continuous interaction with customers, vendors and suppliers to negotiate and develop IT frameworks and contracts under the guidance of the Global Information Technology Department for relevant topics.
- Represents the Global IT internally and to external customers and peers.
- Identifying and acting on opportunities to improve service quality.
- High focus on customer service and user satisfaction.
- In charge of administrative processes and travel management.
- Creation of documentation, user guides and presentations.
- Implementation and compliance with the Quality Management requirements
Qualifications:
- Vocational/Bachelor’s degree graduate.
- At least 5 years demonstrated experience in ITSM and Information Technology.
- Demonstrated experience in ITSM and Information Technology.
- Advanced Knowledge of ITIL framework and have managed transformation and ongoing operations of Service Management processes.
- Advanced service and project management skills.
- Advanced knowledge of state-of-the-art IT Services and practical experience in designing and implementing.
- Team player (must be able to work in a virtual and distributed team)
- Ability to work with people from a variety of different culturally diverse backgrounds.