IT Operations Management Specialist

ESSENTIAL SKILLS REQUIREMENTS:

·        Ability to conceptualise complex information and perform detail analysis when required

·        Understanding and implementing automation to increase efficiency and handle repetitive tasks

·        Balancing technical skills with business acumen to align IT goals with business objectives

·        Building and maintaining strong relationships between IT and the business

·        Excelling in clear communication and working well with teams across the organization

·        Being able to identify, analyze, and resolve issues efficiently

·        Ability to relate and interact with a variety of stakeholders at different organizational levels internationally

·        Able to work under pressure and be resilient in stressful situations. Remaining calm and patient in stressful situations or when dealing with challenging issues

·        Must be self-motivated and open to learn independently

·        Proactive and be able to provide new ideas for improvement of processes and work methods

·        Flexibility to take up different tasks in the team and be a team player

·        Ability to mediate disputes and find mutually acceptable solutions

·        Experience and implementation of ITIL v4 for the processes Problem, Incident, Change (PIC) and Manage Events

Fluent English-speaking, including business reading and writing

 

 

 

QUALIFICATIONS/EXPERIENCE 

 

  •  Information technology qualification (Degree, Diploma, Certificate)

    ServiceNow certifications (ITOM)

    Min. 6 years working experience in IT Operations Management

    Experience and implementation of ITIL v4

    Experience in IT Event Management solutions like ServiceNow ITOM, BMC TrueSight, etc

    Technical knowledge and experience in IT Operations Management solutions (ITOM

    In-depth working knowledge of IT Infrastructure and Platforms – Operating systems like Linux and Windows,

    Networks, Platforms like Databases, Web technologies, and Cloud technology (AWS, Azure, Google),

    Experience in Shell, Perl, JavaScript and a higher programming language e.g. Java (5 years +)

    Agile

 ROLE AND RESPONSIBILITIES

·        Responsible for all required documentation including Operations manual, security, test concept etc.

·        Testing

·        Support migration/transformation of existing IT  (ITIL), based on BMC True Sight, to ServiceNow ITOM

·        Continuous enhancement of new Service Now ITOM solution by deeper integration into ServiceNow Config and Service Management

·        Support the monitoring solutions to integrate to ServiceNow ITOM

·        2nd and 3rd Level Support for ServiceNow ITOM solution, in special Event Management and Workflow Engine for Monitoring Ordering Portal.

·        Collecting of requirements related to new monitoring functions of IT departments

·        Developing of enhancements, defined in user stories together with our providers

·        Supporting of our ServiceNow ITOM customer regarding needed usage in Operations Management environment.

·        Creating and updating documentation of user guides and guidelines including operations manuals.

·        Submitting, updating, and maintaining knowledge articles related to key topics included in the scope of services supported.

·        Perform the role of subject matter expert (SME) on ITOM

·        Supporting IT governance and audit requirements to maintain compliance and operational integrity.

·        Interacting with clients such as IT service consumers, suppliers, and users to maintain service quality and manage relationships.
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