Offer summary

Qualifications:

Fluent in English, with additional languages as an advantage., Experience in designing and delivering training programs., Proven stakeholder management experience in a matrix organization., Familiarity with ITSM tools and processes, preferably ServiceNow..

Key responsabilities:

Gather and document ITSM processes and operational manuals.

Create and manage a Knowledge Base framework in ServiceNow.

Conduct training for the new Service Desk team on processes and tools.

Test new ServiceNow instances related to ITSM processes.

Job description

D-ploy is an IT and Engineering Solutions company with operations throughout the EMEA region including Switzerland, Germany, Czech Republic, Austria, UK, as well as the USA.

We pride ourselves on delivering innovative and superior services and solutions to numerous industry-leading clients. By building relationships and trusted partnerships within the IT community, we optimize our customer‘s IT productivity and contribute to the organization’s success and value.

We are interested in talking to engaging, flexible, and solution-oriented individuals who are looking to become a part of a dynamically growing and international organization. We are focused on creating value where IT counts, join us!

Task and Responsibilities:

Gathering and writing processes (ITSM guidelines, operational manuals)
Creating simple Knowledge Base framework in service now including writing/transferring knowledge articles
Testing new ServiceNow instance –ITSM related processes (Incidents, Requests, Problem, etc..)
Upskilling/Training of a new Service Desk team on processes and tools

Requirements

Language skills: fluent English, other languages are advantage
Knowledge and experience of designing and delivering a variety of training programs.
Proven experience in partnering with external vendors.
Proven experience in stakeholder management in a matrix organization.
Proven experience in change and release management.
Familiarity with service management / delivery technology/ tools (i.e. SAP HR, ServiceNow, Ticketing, Telephony, Chat platforms) preferred but not essential
Good understanding about ITSM tool and ITIL processes
Planning and organizing skills
Team player and supportive personality
Candidates have to declare Criminal record extract not older than three months

Benefits