Incident Management Analyst

**About IT in Nestlé**

We are a team of IT professionals from many countries and diverse backgrounds, each with unique missions and challenges in the biggest health, nutrition and wellness company of the world. We innovate every day through forward-looking technologies to create opportunities for Nestlé’s digital challenges with our consumers, customers and at the workplace. We collaborate with our business partners around the world to deliver standardized, integrated technology products and services to create tangible business value.

Under the supervision and guidance of her/his primary Community of Practice Lead and Product Group Manager based in Switzerland, the Operations Jr Specialist participates in sustain, deployment, retirement and leverage for a product or a platform. The Operations Jr Specialist contributes for the effective and efficient operational support of the aligned products. S/He also contributes to operational service management processes to ensure quality, efficiency, productivity and agility goals are achieved, under the guidance of others.

**Position Snapshot**

**Location**: Nestlé México

**Stream**:Workforce 360

**Type of Contract**: Permanent

**Key Responsibilities**:

- Cotributes to the delivery of efficient and secure IS/IT operations, supports IS/IT systems that fulfill the needs of the business, and provides input to the development team and tech lead as well as to peers responsible for other aspects of operations
- Participates in supporting processes that include incident, problem, change, configuration, and event management
- Contributes to IS/IT strategic service partners providing the required level of service, system performance and functionality required to meet business commitments
- Supports the implementation and management of quality and efficiency improvements of IS/IT service delivery, to drive value and support
- Supports market & project testing; supports specification, configuration & sustain activities and utilizes 3rd party services as directed
- Participates in the assessment of external and internal technology capabilities with a focus on suitability for integration with the existing IS/IT operations environment
- Participates in small-scale projects (managed work activities) for the deployment of functionalities
- Works with product or platform teams to ensure good coordination of IS/IT changes without impacting business processes
- Works with supplier teams to ensure good coordination of product changes without impacting IS/IT Consumers and business processes
- Contributes to operational compliance of all technology-related issues across IS/IT including information security, privacy, business continuity, identity management, user access and data integrity, under guidance of others

**Required Profile**:

- Bachelor's degree in computer science, information systems, business administration or related field, or equivalent work experience
- ITIL Certification
- 1-2 years of experience in IS/IT, preferably working in a DevOps environment
- Understanding of technical concepts and technologies
- Effective communication skills and in English
- Preference - Experience working in a global environment and with virtual teams
- Preference - Experience in service management principles and execution
- Preference - Demonstrated experience in establishing standard processes and managing performance to achieve key metrics