Service Management Senior Specialist
hace 22 horas
We are seeking a highly skilled Service Management Senior Specialist to join our team at Alcon. As a key member of our IT organization, you will be responsible for leading the design and development of ITIL/ITSM best practices, processes, and tools.
Key Responsibilities- Lead the design and development of ITIL/ITSM best practices, processes, and tools
- Develop and improve IT Service Management processes and Metrics for Incident, Problem, Change, CMDB, and Capacity/Availability management
- Creation and ownership of Service Level Management
- Process Definition and Implementation: Lead the design and development of ITIL/ITSM best practices, processes, and tools
- Reporting and Analysis: Independently develop, analyze, manage, and publish KPIs/Metrics to be used to measure the effectiveness and efficiency of the ITSM processes
- Manage and maintain the Configuration Management Database (CMDB) to ensure accuracy and integrity of IT assets and configurations
- Collaborate with IT teams to integrate data sources and enforce data governance policies
- Utilize CMDB tools and best practices to support change management and optimize IT service delivery
- Education: Bachelor's degree or equivalent years of applicable experience
- Experience: 6 - 9 years of applicable experience
- ITIL/SIAM or relevant certification
- Language: The ability to fluently read, write, understand, and communicate in English
This role requires a strong understanding of ITIL/ITSM best practices and processes. The ideal candidate will have experience in process management, vendor management, and service level management. The ability to work in a fast-paced environment and prioritize multiple tasks is essential.
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