Job Description

Responsibilities:

• Assist in determining product delivery and deployment dates for new product releases, feature and maintenance releases, and regular corrective service or service pack releases. Will take a key role in major releases and ensure feature enhancements respond to customer request.
• Ensure the correct the standard change management processes are in place and followed for the transitioned services, including requestable items and other standard support items are in place.
• Validate that the various service supporting personnel from transitioned to teams are properly trained and have the knowledge to support or operate the service.
• Validate proper support structure is in place for all transitioned services. Focusing on automation and a "shift left" philosophy.
• Continuously improve procedures, policies, and practices in accordance with platform best practice items.

• Education to degree level or equivalent, but experience may be considered in lieu of formal education
• Minimum 2 years' experience in an IT User and Site Support, IT Operation, or IT Design function role, within a large-scale Enterprise environment
• ITIL certification or equivalent awareness is beneficial
• Language knowledge: must be fluent in business English (speaking / writing), other languages especially Romanian, Tagalog and Spanish are an advantage

• Specific Skills & Experience
• PC Hardware and software knowledge including Microsoft end-user compute solutions
• IT Service or Project Management frameworks, such as COBIT, ITIL, DevOps, Agile, Lean Process design
• Awareness or Experience with security frameworks, such as: ISO27001, NIST800, CMMC, GDPR

• Effective communicator - Excellent verbal and written communication skills
• Logically organized, efficient, and creative with strong analytical skills
• Knowledge of Indecent, Request, and Knowledge Management tools like ServiceNow
• Project planning and management skills, including ability to identify and assess risk to determine action
• Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills
• Strong analytical capabilities and demonstrated problem-solving skills
• Flexible attitude towards working hours

• 8 hour shift