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Job Details
IT Service Management Expert - German Speaker - Freelance - Basel/Hybrid (Contract)
Location: Basel Country: Switzerland Rate: Market Rate
IT Service Management Expert - German Speaker - Freelance - Basel/Hybrid
Robson Bale are looking for a German Speaking IT Service Management Expert to come on board for an initial 6 month contract in Basel.
6 months, market rate
Candidates MUST speak German for this role
Tasks and Responsibilities
- Requirement Analysis:
- Capture requirements and expectations of stakeholders (eg workshop/s).
- Identify all existing services and their attributes + determine necessary new services.
- Taxonomy Development:
- Develop a taxonomy (classification system) for the service catalogue.
- Define clear roles such as Service Owners and their responsibilities.
- Create Service Descriptions:
- Detailed descriptions for each service.
- Ensure clarity on end-to-end responsibility and SLAs.
- Set SLAs and KPIs:
- Define SLAs and KPIs for each service.
- Implementation and Testing:
- Implement/adapt the service catalog into SNOW.
- Test extensively.
- Training and Rollout:
- Train employees on the new service catalog and associated processes.
- Implement a phased rollout to ensure all stakeholders are adequately prepared.
- Monitoring and Continuous Improvement:
- Implement a monitoring system to track service performance and gather feedback.
- Set up regular reviews to update and improve the service catalog based on changing requirements and feedback.
Requirements
- Bachelor's degree in Information Technology, Computer Science, or Business Administration.
- 3-5 years of experience in IT Service Management or related fields.
- Proven experience in requirements analysis, taxonomy development, and SLA/KPI definition.
- Familiarity with IT Service Management tools such as ServiceNow (SNOW).
- Experience in training, rollout facilitation, and continuous improvement processes.
- Strong communication and stakeholder engagement skills.
- Analytical and problem-solving abilities.
- Proficiency in taxonomy development and SLA/KPI definition.
- Technical competence in ITSM tools like ServiceNow.
- Training facilitation and change management skills.
- Detail-oriented with a focus on continuous improvement.
6 months, market rate
Candidates MUST speak German for this role
IT Service Management Expert - German Speaker - Freelance - Basel/Hybrid
Posted Date: 24 Apr 2024
Reference: JSNH2307
Employment Business: Robson Bale Ltd
Contact: Nick Hughes