ITSM Expert

The IT Service Management (ITSM) department is a critical component of the organization's IT infrastructure. Its primary focus is to ensure efficient and effective delivery of IT services to internal stakeholders and customers. The department is responsible for managing the end-to-end lifecycle of IT services, from design and implementation to ongoing operation and improvement.

Also responsible for orchestrating the seamless migrations and transformations of IT services, systems, and processes within the organization. This involves collaborating with stakeholders to develop comprehensive transition plans, maintaining ITSM processes, building support models, defining project objectives, timelines, and resource requirements. The department oversees technology upgrades, system migrations, and data transfers, ensuring minimal disruptions and maximum efficiency during the transition. We implemented Service Transition & Design framework to facilitate the integration of new technologies and systems into the existing IT landscape.

As an ITSM Expert, you will play a crucial role in overseeing and managing the seamless transfer or on-boarding of IT services, systems, and processes from one environment to another, or working with various teams on new service launch using ITSM processes.

This includes facilitating smooth transitions during mergers, acquisitions, technology upgrades, and other organizational changes.

You will be responsible for coordinating all aspects of the ITSM on-boarding & transition process for business unit, working with application owners and IT technical people, documenting, gathering details and data about applications, platforms and keeping standards in application repository space for continuing service improvement.

• Investigating, training & documenting different business units, and on-boarding them to company ITSM processes.
  
• Improving various ITSM related processes, by designing, gathering information, and documenting solutions/applications/policies.
  
• Asset and configuration management. Designing & gathering CMDB high level data for new or existing business unit.
  
• Building E2E support models for various platforms/countries or solutions.
  
• Using company defined Service Transition & Design process & making sure that this is implemented in various projects.
  
• Migrating process from one ITSM tool to other ITSM tool.
  
• Training different markets on ITSM usage and processed used in company.
  
• Documentation: Maintain detailed documentation of the transition process, including standard operating procedures, project plans, and post-transition reports. Presenting and gathering Data.
  
• Engaging with strategic projects to ensure the ITSM framework can deliver the required functionality within project timeframes
  
• Developing partnerships with the consumers of ITSM data analytics to understand business needs.
  
• Trains on provided reports and dashboards, policy, process, standards, and best practices.
  
• Facilitating communication and engaging business and IT management to encourage ITSM process adherence efforts and value propositions
  
• Managing the day-to-day activities of the process, including establishing priorities and work assignments
  
• Tracking compliance to policies and procedures and resolving or escalating any compliance issues
  
• Facilitating audits
  
• Project Planning: Collaborate with stakeholders, including IT teams, business units, and application owners, to gather documentation about in country market scope of applications, platforms.
  
• Communication: Regularly communicate with key stakeholders, providing updates on the progress of the transition, addressing concerns, and soliciting feedback.
  
• Training and Knowledge Transfer: sharing materials to ensure that end-users and IT staff are adequately prepared to work with the new IT environment.
  
• Creating transitional plans and documents to outline project expectations, scope, schedule, and budget requirements.
  
• Conducting workshops to provide staff members with information on any major changes in the company, such as new financial protocols or policies.
  
• Ensuring that transitions are planned and conducted in a timely manner and within budget.

We offer a competitive annual bonus, life insurance from Day 1, a best-in-class health insurance package, and up to 6 fully paid benefit days a year. As a Cencora employee, you have the benefit of our referral bonus scheme, our boundless learning opportunities and our global Employee Assistance Program. We have a wonderful office location in Quadrum, equipped with everything you need for a small break at work and fresh snacks at all times. Become part of our purpose-driven, multicultural team now and help us create healthier futures.

4245-6065 €/mon. gross