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 HelixProficient 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 middlewareAbility to conceptualize complex information and perform detail analysis when requiredCapability to develop and improve a governance framework to measure and continually improve data quality and verification processesCapable of providing training as a subject matter expert (SME) and provide input on knowledge sharing sessions to key stakeholdersComprehensive understanding of enterprise architecture concepts and modelsExtensive experience with DevOps processes and tools.Extensive experience with ITIL version 4 principles and processesExtensive 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 AWMIT Process Steering & GovernanceIT Operations FrameworksADVANTAGEOUS SKILLS REQUIREMENTS:Knowledge in designing, configuration and maintaining ITSM service models (ServiceNow CSDM)Excellent communications skills at senior engagement levelsAbility to relate and interact with a variety of stakeholders at different organisational levelsStrong interpersonal skills, including intercultural understandingAble to work under pressure and be resilient in stressful situationMust be self-motivated and open to learn independentlyProactive and be able to provide new ideas for improvement of processes and work methodsSelf-starterLearning mindsetFlexibility to take up different tasks in the team and be a team playerWilling and able to travel international when requiredQUALIFICATIONS / EXPERIENCE NEEDED:Fluent English-speaking, including business reading and writingInformation Technology qualification (degree/diploma)ServiceNow certifications (ITSM Fundamentals, CSDM, CMDB)ITIL v4 Certification advantageousMin 8 years working experience in IT Service ManagementTeam-player (working in an international environment and team)
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