ITSM Assistant Manager

3 Lý do để gia nhập công ty

• Attractive salary and benefits 
• Extensive leave up to 21 days per year
• Multi-culture working environment

Mô tả công việc

As a ITSM Assistant Manager, you will be responsible for the following tasks:

• Manage the day-to-day operations of ITSM processes and tools, including incident management, problem management, change management, configuration management, service level management, and service catalog management. 
• Ensure that ITSM processes and tools are aligned with ITIL standards, IT governance frameworks, and business requirements.
• Monitor and report on the performance and availability of ITSM processes and tools, using key performance indicators (KPIs) and metrics.
• Identify and implement opportunities for continuous improvement and automation of ITSM processes and tools, using agile and lean methodologies. 
• Lead the design, development, testing, and deployment of ITSM automation solutions, using various technologies and platforms, such as scripting, orchestration, chatbots, RPA, AI, and cloud..
• Collaborate with IT and business stakeholders to understand their needs and expectations, and provide guidance and support on ITSM best practices and automation solutions.
• Manage the ITSM operations and automations team, including hiring, training, coaching, performance management, and career development.
• Manage the ITSM operations and automations budget, ensuring cost-effectiveness and alignment with IT and business objectives..

Yêu cầu công việc

• 5 years’ experience in ITSM operations and automations, preferably in a leadership role 
• Minimum 4 years’ experience in IT Service Management, preferably in Finance institution, Insurance industry, IT Shared Services or consulting firms.
• Demonstrating experience working with ServiceNow platform.
• Experience working in cloud environments like Azure and AWS and the integration with ServiceNOW platform.
• Demonstrating experience working with automation tool. 
• Ability to analyze, troubleshoot and resolve complex software applications or integration related problems.
• Strong communication, collaboration and customer service skills.
• Applies standard methodology, techniques, procedures and criteria.
• Up-to-date knowledge of marketplace and technology changes pertinent to ServiceNow, monitoring tools, and ITIL processes, e.g. GenAI integration with MS OpenAI or NOW Assist in ITSM Pro.n
• Good command of spoken and written English

Degrees & Certifications:

• Bachelor's degree in computer science, information systems, engineering, or related field
• ITIL V3/V4 Certification. 
• Certified as ServiceNow – System Administrator (CSA) 
• Automation tools certification (e.g., Ansible, Terraform, UiPath, etc)

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Health insuranAttractive salary and benefits  

• Extensive leave up to 21 days per year
• Health insurance for employee + spouse & children  
• Professional and multi-culture working environmentce for employee + spouse & children