Job Description
- Maintaining and improving of existing setup
- Collaborate with application developers and application development teams
- Adhere to architecture standards
- Ability to quickly turn around enhancements and fixes
- Responsible for producing stable solutions on-time
- 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
- Suggest modifications to the development standards
- Successfully supporting the transformation of the Ivoclar group and the IT into a service oriented organizational unit
- 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 overall Ivoclar Vivadent 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.
Qualifications
- Bachelor’s degree with IT Background or minimum of 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 Knowledge in tools used in ITSM environment.
- Fluent in written and spoken English, further languages preferred.
- 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
- Customer friendly, oriented and pro-active
- Communicative and cooperative
- Trustworthy, reliable, flexible and resilient
- Motivated, goal oriented, persistent and a skilled negotiator.
- Ability to travel both domestically and internationally