ITSM Automation and API

vor 1 Woche

Vevey, Schweiz Nestlé SA Vollzeit

We are a team of IT professionals from many countries and diverse backgrounds, each with unique missions and challenges in the biggest health, nutrition, and wellness company of the world. We innovate every day through forward-looking technologies to create opportunities for Nestlé’s digital challenges with our consumers, customers and at the workplace. We collaborate with our business partners around the world to deliver standardized, integrated technology products and services to create tangible business value.

Position Snapshot

  • Barcelona
  • Part of IS/IT Workforce Experience
  • Permanent contract with competitive salary & key benefits package
  • Full-time work, virtual working available in a global environment
  • Bachelor’s degree or higher, preferably computer science, engineering, business administration or related area
  • Demonstrated experience in a product-based IS/IT organization
  • 6+ years of experience in IS/IT Service Management, Customer Experience closest to the Business, Integration and Automation
  • Experience in ServiceNow Platform
  • ITIL Certified
  • 5+ API, Integration and Automation experience within IT

Position Summary

  • Under the supervision and guidance of your Product Manager Service Excellence based in Barcelona, you will be responsible to maintain, evolve and improve ITSM Integrations and Automations creating efficient gains and return to internal and external stakeholders and business.
  • You are accountable for the ITSM Automations and Integrations E2E, that capture new, current existing and to be retired projects to ensure an effective Product and IT Operations organization. You also deliver process controls that support Nestlé's initiative to simplify the life of the end user, standardize work across Nestlé markets and businesses and share above market in centers of scale and competency.
  • You manage your stakeholders as well as the team(s) developing new capabilities that bring value to your products and product groups. You are responsible for the End to End of ITSM Integrations and Automations as a product globally, hence being responsible for the supporting tool (ServiceNow), process design, capability built globally (trainings, communications, and knowledge articles), Standard Operating Procedures, adoption, performance metrics and control points, governance strategy, automation, visual identity and feedback.

A day in the life…

  • Managing end to end of ITSM Integration and Automation (ServiceNow, Mulesoft, Flow Designer)
  • Connect with product strategy and vision
  • Act as a key stakeholder/sponsor for Problem Solving and Continuous improvement activities within the team
  • Ensure the Service Request Catalogs are correctly defined and maintained
  • Leverage Service-based reporting and control points to understand end to end performance for integrations, automations from both a business and product stream perspective.
  • Ensure compliance standards by design meeting the mandatory requirements for support and risk mitigation
  • Ensure quality of integrations and automations, including lifecycle and housekeeping
  • Coordinate end to end governance with the IT Leadership team
  • Create and manage enhancements to improve ITSM applications
  • Understand the Impact on ISMS process due to existence as a Business Application
  • Ensure the master data is regularly reviewed and maintained.
  • Collaboration with the other modules such as Request Fulfillment, Incident management, Problem Management, Knowledge Management whenever necessary
  • Advocate for new trends and technologies (new practices, tools, features)
  • Improve user’s satisfaction and endorsement of ITSM products.

What Will Make You Successful?

  • Able to create & maintain strong relationships to key stakeholders
  • Adaptable to learn new ways of working and growth mindset
  • Being highly creative and analytical, from both a technology and report design perspective
  • Demonstrated experience developing and maintaining strategic and operational reporting for consistency and increased productivity
  • Demonstrated experience in making the changes to integrations and automations through a defined workflow
  • Demonstrated experience in running effective Continual Improvement initiatives
  • Designed clear Roadmap connections showing the yearly plans and bringing them to reality
  • Engagement on projects to assist implementation of new ways of working practices and procedures
  • Ensure achievement of ITSM CSAT-Customer Satisfaction Survey rates and NPS-Net Promoter Score to drive receiver-centric mindset
  • Excellent English and Spanish communication skills applied with different stakeholders, nationalities and mediums (face-to-face and remote)
  • Experience having worked in a global environment and with virtual teams being able to work on multiple tasks simultaneously and have strong organizational skills
  • Good performance in creating the user personas, performing capability building and practically implement solutions.
  • Organization: Above-average organization and prioritization skills, with the ability to juggle multiple responsibilities at the same time.
  • Shown good coordination and simple communication among the Product owners, Applications owners and Product Stream Operation Managers
  • Works effectively both independently as well as in a team environment and must be able to adapt to a rapidly changing business environment

Workforce 360 is Nestlé’s exciting and diverse new product-based IT team, created to bring together all products our global workforce needs for successful collaboration, engaging communication, and efficient work.

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