Airbus - IT Digital Workplace Operations Specialist - IP Telephony and on prem Web Conferencing[...]

Airbus Helicopters España, SA; Albacete; A distancia; EUR 30.000 - 50.000; Jornada completa

Descripción de la vacante

A leading aerospace company in Albacete is seeking a professional to manage IPT and on-prem web conferencing services. The role requires technical knowledge in multimedia and VoIP systems alongside IT service management experience. Ideal candidates will have strong English negotiation skills and be able to navigate complex environments. This position offers a permanent contract within the Digital job family.

Formación

• A certain level of experience in IT service management or IT product manager jobs is desired.
• Technical knowledge of VoIP Telephony systems.
• Ability to progress in a complex environment.

Responsabilidades

• Manage the global health of IPT and web conferencing services.
• Support the Restricted Collaboration Product Manager.
• Define regular improvements in the scope of the activity.

Conocimientos

Technical knowledge of multimedia

Problem Solving

Service Level Management

English language negotiation

Open-mindedness

Educación

IT academic background or equivalent experience

Herramientas

Service Now IT operational skills

Descripción del empleo

Job Description

Digital Workplace working methodology is Kanban with the objective to focus on getting things done on the shortest cycle times as possible to improve customer satisfaction.

That methodology implies high responsiveness to change as priorities are shifting very frequently, no prescribed responsibilities and high team empowerment.

Scope of Your Job

• Manage the global health of IPT and on prem web conferencing services in AH (incident backlog, knowledge database completeness, incident resolution efficiency, request catalog, CMDB updates, Implementation of Changes, SLA fulfillment, dashboard creation)
• Support the Restricted Collaboration Product Manager in any RUN, BUILD TO TUN or BUILD activity requested on the IPT or on prem web conferencing activity.
• Perform the RUN activities of the IPT or on prem web conferencing solutions with the support of other IT operation specialists.
• Define regular improvements in the scope of the activity.
• Ensure the proper Entry to Service of any new feature of the applications inside your scope. Regarding this aspect, you need to be ready to permanently improve your applications with new releases sometimes developed in house or by the software vendors.
• Manage Major Incident resolution process, by involving good roles and actors.
• Take care of escalations, by ensuring quick resolution and ensuring continuous improvement of our processes.
• Contribute to regular reviews on Restricted Collaboration routines including participation to PI Planning with the Group, weekly team meetings, product team meetings.
• Document the scope of the activity
• Manage the relationship with the Service Desk in the scope of the activity
• Ensure the proper “shift right approach” by having daily exchanges with the IT Service Desk Service Planning team.
• Support the Collaboration Services Architect in building or updating the architecture dossiers of your applications. Furthermore, you will help him or her in evaluating new features and technologies connected to your applications.
• Participation in the strategic product roadmap of your applications by continuously proposing new ideas to the Collaboration Product Managers. This also includes evolving the service roadmap of your perimeter.
• Work closely with the department Change Manager to secure the change management with end users and key stakeholders like VIPs and Assistants. In this aspect, it is key to translate the operation requirements into usable guides for the end users and knowledge articles for the Service Desk Agents.

Your Profile

• IT academic background or equivalent experience.
• A certain level of experience in IT service management or IT product manager jobs is desired.
• A candidate should have technical knowledge of multimedia, web conferencing, and video conferencing technology, or be willing to develop it.
• A candidate should have technical knowledge of VoIP Telephony systems, PBX’s infrastructure, telephony certificates management, or be willing to develop it.
• IT supplier Management.
• Practical Problem Solving.
• Design IT operations which optimizes Customers Expectations & Needs.
• Service Level Management, Problem Management, Documentation Production, Solution Deployment, Solution Performance Management.
• Component Integration, Testing, Document Production.
• Product / Service Planning.
• ITIL basics.
• Service Now IT operational usage skills would be greatly appreciated.
• English language negotiation level, some German or French skills would be appreciated.
• Open-minded, self-awareness, transparency, and welcome feedback will be highly appreciated skills.
• Ability to progress in a complex environment working with Donauwörth / Marignane / Albacete sites and all the divisions is mandatory.

Organization Structure

You report to the Head of Collaboration Services and from time to time to the Head of Digital Workplace. You will work closely with the Restricted Collaboration Product Manager.

Interactions

• Airbus & Helicopters IM Products owners.
• Airbus & Helicopters Digital Workplace Solution Architects and Enterprise Architects.
• Airbus Commercial, Defense and Space and roofs counterparts (eg. North America, China, Singapore)
• Airbus Helicopters IM Departments like IM Security, Network, Identity and Access Management and Hosting.
• Airbus Helicopters Communication, Assistants and Exec Assistants community.

Position Location

The position is open at Albacete.

Compliance and Integrity

This job requires an awareness of any potential compliance risks and a commitment to act with integrity, as the foundation for the Company’s success, reputation and sustainable growth.

Job Details

• Company: Airbus Helicopters España, SA
• Employment Type: Permanent
• Experience Level: Professional
• Job Family: Digital

Equity and EEO Statements

Airbus is committed to achieving workforce diversity and creating an inclusive working environment. We welcome all applications irrespective of social and cultural background, age, gender, disability, sexual orientation or religious belief.

Airbus is, and always has been, committed to equal opportunities for all. As such, we will never ask for any type of monetary exchange in the frame of a recruitment process. Any impersonation of Airbus to do so should be reported to [e-mail].

At Airbus, we support you to work, connect and collaborate more easily and flexibly. Wherever possible, we foster flexible working arrangements to stimulate innovative thinking.

By submitting your CV or application you are consenting to Airbus using and storing information about you for monitoring purposes relating to your application or future employment. This information will only be used by Airbus.