ITSM Expert
NXP Semiconductors
Bucharest
‎în urmă cu 3 ore

Responsibilities

  • Apply a structured methodology and lead activities for the assigned ITSM process.
  • Review and monitor process adherence ensuring IT teams follow the agreed process.
  • Responsible for assuring that any emergency and critical change follows the approved process.
  • Own and ensure updates of relevant ITSM process documentation on a quarterly basis.
  • Assist with research and preparation of best practices in ITSM initiatives to ensure proper methodology is considered.
  • Provide support to the Global Solutions Department in translating business requirements to functional and non-functional service specifications for the assigned area.
  • Involvement with projects to ensure seamless collaborative service planning and transition of projects to support.
  • Advice and guidance on processes to ensure compliance related to audits, security, business continuity and regulations.
  • Provide input related to service performance of the changes to be used in evaluating the business impact.
  • Establish, analyze and report upon service metrics and make recommendations to the Service Manager for improvement opportunities.
  • Produce monthly process KPI metrics and analyze for process improvement opportunities.
  • Analytics on service data and customer needs.
  • Identify training, coaching opportunities and needs for all team members.
  • Deliver management information, including PPIs, KPIs and reports and analyze for process improvement opportunities.
  • Develop and maintain the accuracy of the repository with all documentation related to the processes in the assigned area.
  • Process meetings, engagements & follow up actions.
  • Suggest improvements for the Change Management processes and actively mobilize and lead service improvement plans where service delivery performance is unsatisfactory or can be improved.
  • Your team

    NXP IT is well recognized as a modern IT organization with a DevOps ways of working. We are a diversified team with high energy, an open collaboration environment and eagerness for continuous improvement.

    Your Profile

  • Minimum of 3 years of practical hands on exposure to one of the following processes Incident / Problem / Change Management.
  • Experience in acting as an SME (Subject matter expert) in different IT projects.
  • Experience in working with suppliers and stakeholders in a common setting in a multicultural environment.
  • Experience in managing / leading large conference calls / war rooms preferred.
  • Proficient overall understanding of IT landscapes (Application Management / Hosting / Infrastructure / Collaboration tools).
  • Relevant IT industry knowledge and technical skills (database administration, internet protocol, application monitoring, SAP systems, networking, server).
  • Experienced Level of Microsoft Office, Microsoft Excel, Microsoft Word.
  • Solid communication skills; highly assertive.
  • Analytical mindset and can-do attitude.
  • Experience with customer management : customer interactions, addressing escalations & communicating accordingly.
  • Good facilitation / conflict resolution skills.
  • Ability to identify situations that require intervention and act accordingly.
  • Ability to lead / manage large conference calls.
  • Problem Solving Approach including logical, systems oriented mindset; logical reasoning.
  • Change Orientation Ability to adopt to changes quickly and work independently.
  • Individual Performer Ability to organize & prioritize; High levels of energy and motivation.
  • Concise writing skills Ability to capture complex situations in short, relevant statements.
  • Able to cope and work in fast changing environments.
  • Organized personality with attention to details, able to work simultaneously on different projects.
  • Excellent communication skills at all levels within Genpact, the customer organization and the customer’s suppliers and partners.
  • Training abilities good interpersonal, facilitation and presentation skills.
  • Educational Background

  • University graduate
  • ITIL V3 or V4 Foundations mandatory
  • Experience in Process Improvement Methodologies Lean, Six Sigma and / or Processes Re-engineering, others Application & Execution.
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