IT Specialist

Bachelors in Computer Application(Computers)

Nationality: Any Nationality

Vacancy: 1 Vacancy

Job Description

Key duties and responsibilities include:

1. Develop and implement a strategic problem management framework to identify, analyse, and resolve recurring IT issues in collaboration with the IT Group, ensuring minimal disruption to business operations.
2. Develop and own meaningful problem management dashboards in ServiceNow's Performance Analytics.
3. Maintain a strategic overview of the problem queue, ensuring timely updates and adherence to the problem management process, with a continuous focus on efficient delivery and resolution.
4. Manage regular problem review calls with IT service owners, ensuring thorough analysis and resolution of issues.
5. Drive continuous improvement initiatives by analysing problem trends and performance metrics, and by formulating and implementing initiatives to enhance IT processes and systems.
6. Maintain a comprehensive knowledge base of known errors and workarounds, ensuring that IT teams have access to up-to-date information for problem resolution.
7. Provide training and support to the IT group to ensure team alignment with problem management processes and best practices.
8. Proactively identify and assess potential risks associated with IT problems, developing mitigation strategies to minimise impact on business operations.
9. Continuously seek opportunities to enhance the problem management process within the ITSM tool ServiceNow, including supporting the problem process during ServiceNow upgrades.
10. Maintain and own all process documentation, ensuring it is kept up to date and accurately reflects current practices.
11. Develop and present regular reports on problem management activities, including key performance indicators (KPIs) and trends, to senior management.
12. Promote process excellence by researching industry best practices and exploring new functionalities within ServiceNow to improve, automate, and optimise processes.

Candidate Specification:

Essential:

1. Extensive experience in IT Service Management or an IT process-oriented role.
2. Extensive hands-on experience with ServiceNow, including Problem, Change, and Knowledge Management, as well as creating and maintaining problem records, workflows, and related tasks.
3. Strong understanding of ITIL best practices.
4. Hands-on experience with ServiceNow Performance Analytics.
5. Proven ability to create systematic and professional documentation, including processes and work instructions.
6. Strong analytical and problem-solving skills.
7. Experience in managing and leading continuous improvement initiatives.
8. Ability to identify and mitigate potential risks associated with IT problems.
9. Experience in developing and delivering training.
10. Excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams.
11. Excellent working knowledge of information technology and its application to business operations.

Desirable:

1. Experience with agile methodologies.
2. Proficient in ITIL Processes.
3. Experience of working in a global organisation.
4. ITIL V4 qualified.

You will be redirected to the company website to apply for this position.

Company Industry:

• FMCG
• Foods
• Beverages

Department / Functional Area:

• IT Software

Keywords:

• IT Specialist