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Senior ITSM Process Specialist - Germany, United States  

Company managed [?] Still accepting applications

Posted on : 05 April 2017

Project Description


Description:
  • We work as a team to provide better health and brighter futures for all. 
  • As a global pharmaceutical company, we  focus on discovering, developing and delivering innovative medicines that can have a life-changing impact for patients worldwide.
  •  In fact, patients are at the center of everything we do. 
  • We encourage our 30,000+ employees to continuously develop their skills, and we reward them for the results they achieve.
  •  We value integrity, dedication and teamwork, which are abundant in our multinational workforce. 
  • If you want to make a difference, if you want to be inspired, if you want to do important work—join us. 



OBJECTIVE:
Serve as process owner and subject matter expert for one or more ITIL processes.



ACCOUNTABILITIES:
  • Provides ITIL best practice service management process consulting at a strategic, design, and operational  level for the company’s environment
  • Oversees implementation, coaching and monitoring adherence of ITSM Processes for allocated region
  • Establishes the process definition plan, identify the reviewers and process sign-off  mechanism
  • Defines and monitors process KPIs to identify risks and issues
  • Initiates and maintains a process compliance training program for IT internal resources as well as service provider(s) staff by working with IS/IT training team
  • Provides proper hand-holding of the processes to service delivery/operation team (including Service Providers)
  • Manages the relationship with GDIS others teams to be able to operate end
  • Accountable for the Standard Operating Procedure (SOP) of one or more ITIL processes
  • Accountable for CSI of process, process roadmap, governance and KPIs of processes within scope of responsibility.
  • Accountable for the customer relationship ensuring the process meets the needs of stakeholders.
  • Accountable for process quality and compliance 
  • Initiates and maintains a process compliance training program for IT internal resources as well as service provider(s) staff by working with IS/IT training team for assigned process.
  • Accountable for ITSM tool requirements for assigned processes, and coordination and/or execution of UAT testing.
  • Oversees implementation, coaching and monitoring adherence of ITSM Processes for allocated region
  • Provide best practice process consulting at a strategic, design, and operational level for the company’s environment
  • Serve as a first point of contact in region for questions on ITSM team processes
  • Responsible for the operational management of a process, monitoring process KPIs
  • Raise process compliance concerns to process owner
  • Assist the process owner with the remediation of compliance gaps
  • Assist with the execution of process training
  • Manage data related to a process



Qualifications
EDUCATION, BEHAVIOURAL COMPETENCIES AND SKILLS:


Required:
  • Bachelor’s Degree or high school degree and 8+ years of work experience in any business related field
  • 5+ years of experience with extensive subject matter expertise in IT Services Management (ITSM)
  • ITIL V3 Intermediate Level Certification required, ITIL V3 Expert Level preferred
  • 1 to 3 years of experience with ITSM tools preferably Service-Now
  • Experience with implementing or operating with one or more ITSM process area.
  • Experience in infrastructure operations, business analysis, or process design.
  • Experience with handling technical issues and engaging others to assist in addressing the issues.
  • Project management experience desirable
  • Strong analytical skillset
  • Ability to write and speak in the English language



LICENSES/CERTIFICATIONS:
Required: 
  • ITIL V3 Intermediate Level Certification 


Desired:
  • ITIL V3 Expert Level Certification


TRAVEL REQUIREMENTS:
  • Access to transportation to attend meetings
  • Ability to fly to meetings regionally and globally