IT Specialist for Global End User Services

Описание

Purpose of the Role:

End User Services of GfK is responsible for the internal Workplace IT Services and Global Service Desk to several thousands of people worldwide.

We are looking to hire a IT Service Management & Tooling Engineer / Expert immediately. This is a great opportunity to join a rapidly expanding and successful team. We are looking for someone with a hands-on technical background who has effective communication skills with a ITIL process orientation. It's your chance to work with the best in the industry in a solutions focused environment.

Role & Responsibility:

The candidate needs to have strong communication / collaboration skills and a thorough understanding of ITIL / ITSM processes within HPSM
The ideal candidate will have successfully developed solutions within the HPSM suite of modules to include Incident, Change, Request, Problem, Release, CMDB Discovery, Orchestration and LDAP integration.
Will work with all senior stakeholders to diligently document business requirements and spearhead the HPSM implementation life cycle
Driving process definition, re-engineering, improvement and gap analysis of current/to-be processes during workshops with key business sponsors and stakeholders
Developing required documentation such as workshop agenda, presentations, gap analysis reports, process flow diagrams, roles/responsibilities, etc.
Must be able to Identify and document ITSM best practices
Must be able to Evaluate / Recommend new products / tools and emerging technologies related to ITSM
Maintain service delivery and system functionality
Implement and make recommendations to design/architecture of new solutions & changes to existing solutions like HPSM
Responsibilities include, but are not limited to, analysis of business requirements, configuration of tool implementation of ITSM solutions like HPSM, creation of documentation, testing and maintenance of applications, workflows and support the maintenance of infrastructure and related information systems.
Work within the Information Technology function of Global EUS, obtaining resources and working in support of objectives and strategies.
Participates in architecture reviews to ensure that solutions comply with standards and uses approved technologies.
Contributes to the development of innovative principles and ideas.
Provides highly innovated solutions.
Routinely exercises independent judgment in developing methods, techniques and criteria for achieving Global EUS objectives.
Develops strategy and leads large, cross-division functional teams or projects that affect the organizations long-term goals and objectives.
Key Activities:

In this aspect the key activities of this role will cover the following;

Design, develop and implement ITSM related solutions
o The role will support all future releases and provide updates to software as required based on feedback from users and internal business / IT demands
Analyze all aspects of the existing infrastructure and providing recommendations to enhance system reliability, availability, serviceability and scalability of ITSM respective tools such as HPSM
Upgrading, migrating and deploying HPSM in a global environment
Troubleshooting unique and complex problems related to ITSM related tools such as HPSM
Learning, recommending and deploying new ITSM products as needed and when requested
Developing pioneering approaches to existing HPSM toolset and emerging ITSM industry trends and defining automation of the environment
Act as the SME to Support & Operations staff when topics are related ITSM processes or related tooling issues (HPSM
Identifying areas of process improvement (efficiency and effectiveness) and recommending solutions that detail pros, cons and risks
Promoting continuous process improvement practices through process metrics/KPIs, dashboards and role accountabilities
Provide supporting documentation surrounding the respective domain of ITSM and related tooling like HPSM
Support existing global team members (from a ITSM / HPSM standpoint) when and where required
Well versed in using ITSM tools such as HPSM or any other similar tools in the market
Contributes to the overall planning, development, implementation and execution of future ITSM strategies related to Global Service Desk
Documentation within the Global Service Desk program – i.e. Architecture Diagrams, User Guides, Technical Write-ups, etc
Preparation of reports for project meetings & regular global meetings
Other ad-hoc tasks within the End User Services where deemed

Requirements

​Technical skills required:

Degree in Computer Science, Information Technology, Information Services, or similar
ITIL certified
Must have in-depth experience with HP Service Manager design, development, maintenance and support
Demonstrated expertise in all components of the HP Service Manager modules including but not limited uCMDB, Orchestration
Should have done at least One full cycle of HPSM Implementation.
Good written and verbal communication skills in English including strong technical writing skills
Good functional understanding of all modules of HPSM
Design, architect the deployment, configuration and administration of HPSM
HP connect-IT for integration with external systems - Scripting – SQL, Perl, PowerShell, VB/JavaScript, etc
Expert in Development / Customization experience within HPSM – i.e. Forms, Workflows, across service desk, incident, problem, change management modules and all other related modules
Expert in HPSM dash-boarding, reporting – Backend SQL development
Ability to troubleshoot, resolve and support HP Service Manager problems
Expertise on IT service management and the ITIL business process. Working knowledge of web applications, networks, protocols, email (SMTP, POP3, IMAP) and directory services (ADFS)
Expertise in Project Management processes and tools.
ITSM related tool Consulting / Implementation (i.e. HPSM) expert
Strong knowledge of ITSM concepts and practices
Strong diagnostic and problem solving skills
Large enterprise IT consulting, administration, or support experience
Additional Experience/Skills in related areas such as Active Directory, ADFS, etc.
Ability to multi-task in a fast-paced environment
Cross-platform knowledge (Mac, Mobile Device, Unix, Linux, Windows)
Team player


About us

Having choices is what makes life exciting. Make your choice today and take your future into your own hands. We value skills and talents, and will support your development within our international teams. GfK makes your choice easy as we offer an exciting work environment that brings people together and encourages an entrepreneurial and innovative spirit. As a trusted leader in market research present in over 100 countries, we know what makes consumers’ hearts beat—globally and locally. We work on projects for successful companies in virtually every major industry.​



How to apply

We are excited to get to know you. Make your choice and apply now! Please send your application to Pavlina Yanakova (pavlina.yanakova@gfk.com)​

Изисквания към кандидата

Езикови познания:
Английски език

Трудов опит:
С професионален опит от 1 - 3г.

Образование:
Бакалавър

Ние предлагаме

Вид заетост:
Пълен работен ден

Срок на заетост:
Постоянна

Договор:

Ниво в йерархията:
Експертен персонал без ръководни функции

Категория:

ИТ и Компютърни специалисти
Хардуер/Разработка и поддръжка
Aдминистративна дейност и продажби

Държава:

България

Населено място:

Гр. София

Адрес:

София, бул. Цариградско шосе 47А

Дата:

22.02.2017

Организация:

ГфК България ЕООД
Фирма/Организация - Директно търсеща служители

Детайли за организацията:

Повече информация за ГфК България ЕООД може да получите ТУК