D2C CoE Incident Operations Expert

Your role and responsibilities (Mandatory)

In this role, you will have the opportunity to support the organizations vision and strategic direction. Each day, you will define, manage, and monitor processes to meet requirements for Information Systems (IS) services by planning, measuring, and improving all aspects of IS services. You will also showcase your expertise by being a key resource, a definitive source of knowledge processes, to contribute to enhancing organizational effectiveness.

This role is contributing to the IS Incident Management

You will be mainly accountable for:

• Describing and defining IT processes/services including relationships, dependencies, and business value, and regularly maintaining all service-related information within the service management tool.
• Ensuring proper IS Incident lifecycle with active coordination and leadership in case of process deviation or lack of ownership.
• Applying and executing the relevant measurement and reporting management practice to enable planning, controlling, reviewing, and auditing services to meet agreed Key Performance Indicator targets.
• Preparing and maintaining process documentation for the system services and advising on the correct and effective use of the services.
• Providing consultation, advice, and supporting the installation of IS services, or the change of existing IS services.

• You are highly skilled in working with ServiceNow and Incident Management based on ITIL framework
• You have 3 years of experience in IS Incident Management
• You are fluent in written and spoken English. You can communicate with business and IS stakeholders and engineering staff with ease.
• You are highly skilled in summarizing and processing details of technical investigations into structured action plans.
• You are passionate about IS systems and like to expand your knowledge about how they operate and interconnect
• You have extensive knowledge about ServiceNow reporting and dashboard creation