ESSENTIAL SKILLS REQUIREMENTS: Proven experience in IT Service Management (ITSM) dealing with challenging projects and collaborating with stakeholders across products, regions and feature teams. Extensive experience with configuring, administering and supporting large enterprise IT Service Management (ITSM) platform and solutions like ServiceNow and BMC Remedy Helix Proficient experience and knowledge of Configuration Management Database (CMDB), configuration item data models and relations. Detail familiarity of specific IT Infrastructure environments/technologies: IT Platforms Operations systems (Windows, Linux), Data Centres, Networks, Databases, Web technologies, Cloud technologies (AWS, Azure), storage and middleware Ability to conceptualize complex information and perform detail analysis when required Capability to develop and improve a governance framework to measure and continually improve data quality and verification processes Capable of providing training as a subject matter expert (SME) and provide input on knowledge sharing sessions to key stakeholders Comprehensive understanding of enterprise architecture concepts and models Extensive experience with DevOps processes and tools. Extensive experience with ITIL version 4 principles and processes Extensive experience with Release Management, in complex and production critical environments. Experience in Agile methodology and tools. Knowledge and experience with project management principles and methodologies, related to software development. Ability to analyze existing processes and systems and identify areas for improvement and increased operational efficiency. Ability to drive and deliver in accordance with deadlines and provide detailed reporting and progress of overall projects/initiatives. Strong Document management and reporting capabilities including creation of standard operations procedures in line with AWM IT Process Steering & Governance IT Operations Frameworks ADVANTAGEOUS SKILLS REQUIREMENTS: Knowledge in designing, configuration and maintaining ITSM service models (ServiceNow CSDM) Excellent communications skills at senior engagement levels Ability to relate and interact with a variety of stakeholders at different organisational levels Strong interpersonal skills, including intercultural understanding Able to work under pressure and be resilient in stressful situation Must be self-motivated and open to learn independently Proactive and be able to provide new ideas for improvement of processes and work methods Self-starter Learning mindset Flexibility to take up different tasks in the team and be a team player Willing and able to travel international when required QUALIFICATIONS / EXPERIENCE NEEDED: Fluent English-speaking, including business reading and writing Information Technology qualification (degree/diploma) ServiceNow certifications (ITSM Fundamentals, CSDM, CMDB) ITIL v4 Certification advantageous Min 8 years working experience in IT Service Management Team-player (working in an international environment and team)
