Service Management Technical Lead – EMEA, at CHEP

Position Purpose :

• The IT professional will be responsible for managing and resolving technically challenging incidents within the Service Management Tools Support Team (currently ServiceNow but not limited to).
• This includes being the last point of escalation within the customer support department and mentoring junior team members in the various technologies. The successful candidate will be able to quickly gain an understanding of the current Service Management and Workflow platforms. This is a customer-facing role and therefore it requires strong inter-personal skills, particularly as there is a high level of telephone contact that is required to troubleshoot issues in a timely manner.
• This position represents all key business and IT stakeholders in maximising ROI on the Service Management and Workflow platforms through ownership and management of the strategy and development backlog. Will manage the relationships with the Business and IT stakeholders and the vendors contracted to work on ServiceNow.

Measures :

The Key Performance Indicators for this role are driven by the line business’ operational goals, and related IT business-aligned goals, and cover the following categories of performance:

•        Business and IT value delivery
•        Systems effectiveness (measured by customer and user satisfaction)
•        Project milestones and quality criteria (measured by exceptional non-conformance)
•        KPI’s set for the system performance and uptime
•        Process optimization and automation
•        Annual objectives

Major/Key Accountabilities :

•        Clearly understands the strategic direction and vision of the company’s Service Management and workflow platform (currently ServiceNow) solution
•        Define solution vision, roadmap and growth opportunities 
•        Drive prioritization of the solution innovation with a focus on delivering business value which provides a competitive advantage
•        Manages the product backlog for new features, defects, technical debris and technical innovation
•        Focus is primarily on enabling innovations through the existing contract and future opportunities
•        Able to prioritize workload and tasks within the broader context of the digital deliverables – specifically working closely with BRM’s, Development Teams and other stakeholders
•        Provide an active role in mitigating impediments impacting successful team completion of Release/Sprint Goals
•        Manage the relationship between Brambles and the development partner. Ensure that the workflow is consistent, understood and delivered timeously
•        Where necessary, perform the role of Business Analyst, Project Manager to ensure continuous workflow
•        Is an advocate of the Agile principles and practices within the organization

Authority/ Decision Making :

•        Has mandate to make decisions while exercising judgement based on precedents and standards as well as consultation with key stakeholders
•        Can say NO! And articulate why the answer is NO!
•        Responsible for the execution and order of ServiceNow requests and incidents
•        The ServiceNow COP is there to assist with decisions that need to be escalated on the business front
•        Integrity and quality of the tasks, incidents and developments within in the ITSM/ Workflow tool
•        Working autonomously or having a disrupted level of line manager support with differing location and/or time zones
•        Working in a matrix environment

Qualifications

Essential Qualifications

• 3 Year post graduate degree / diploma in IT
• ITIL Fundamentals
   

Experience :

•        5 - 10 years of experience in an Information Technology Service Management environment
•        An understanding of IT Service Mgmt., ITIL Framework and business processes.
•        Prior experience in Application Support or Application Development
•        Practical working experience with JavaScript, CSS, XML, HTML, XHTML, & Server side Scripting.
•        Must have basic object oriented programming skills (Java strongly preferred)
•        Must have basic Linux and SQL skills.
•        A fundamental understanding of IT Service Mgmt. and ITIL business process.
•        Understand and resolve complex issues, and to exhibit excellent problem solving skills
•        Ability to debug web applications using Developer Tools
•        Ability to communicate to internal teams, and customers at all levels

Preferred Skills and Knowledge :

•        Previous ServiceNow Experience is a plus – or Service Management Tool
•        Domain knowledge/understanding of business functions on CRM, HR, Financial and Security solutions will be an added advantage
•        Working knowledge of logical workflows
•        Ability to write documentation for internal and external customer facing Knowledge Base Articles
•        Understanding of “shopping cart” applications
•        Excellent written and verbal communication skills with the ability to clearly articulate solutions to technical problems
•        Ability to work with high-value customer administrators and developers
•        Excellent time management skills