1288 Operations Engineer (Advanced)

SUMMARY:
ESSENTIAL SKILLS:

• Experience in Shell, Pearl, JavaScript and a higher programming language e.g. Java (5 years +)
• Experience in IT Event Management solutions like ServiceNow ITOM, BMC TrueSight, etc.
• Technical knowledge and experience in IT Operations Management solutions (ITOM)
• Any additional responsibilities assigned in the Agile Working Model (AWM)Team Charter

• In-depth working knowledge of IT Infrastructure and Platforms - Operating systems like Linux and Windows,
• Networks, Platforms like Databases, Web technologies, and Cloud technology (AWS, Azure, Google)
• Experience and implementation of ITIL v4 especially for the processes Problem, Incident, Change (PIC) and
• Manage Events
• Ability to conceptualize complex information and perform detail analysis when required
• Experience with the Agile Methodology
• Understanding and implementing automation to increase efficiency and handle repetitive tasks
• Balancing technical skills with business acumen to align IT goals with business objectives
• Building and maintaining strong relationships between IT and the business
• Excelling in clear communication and working well with teams across the organization
• Being able to identify, analyse, and resolve issues efficiently
• Excellent analytical and problem-solving skills
• Excellent communication skills at senior engagement levels
• Ability to relate and interact with a variety of stakeholders at different organisational levels internationally
• Strong interpersonal skills, including intercultural understanding
• Able to work under pressure and be resilient in stressful situations. Remaining calm and patient in stressful situations or when dealing with challenging issues
• Must be self-motivated and open to learn independently (including learning new tools/applications/systems)
• Proactive and be able to provide new ideas for improvement of processes and work methods Self-starter
• Flexibility to take up different tasks in the team and be a team player
• Approaching problems in a systematic way and finding innovative solutions
• Collaborating effectively with others to achieve common goals
• Always considering the impact on the customer and striving to enhance their experience
• The ability to mediate disputes and find mutually acceptable solutions
• Willing and able to travel international when required

POSITION INFO:
ROLE & RESPONSIBILITIES:

• Support migration/transformation & continuous enhancement of Inter-company IT Cost Charging modelin ServiceNow
• Continuous enhancement of SeviceNow IT Operations Management (ITOM) solution by deeper integration into
• ServiceNow Config and Service Management
• Support the monitoring solutions to integrate to ServiceNow ITOM
• 2nd and 3rd Level Support for the company ServiceNow ITOM solution, in special Event Management and Workflow
• Engine for Monitoring Ordering Portal
• Collecting of requirements related to new monitoring functions of the company IT departments
• Developing of enhancements, defined in user stories together with our providers (Event Management, Intercompany
• IT Cost Charging model, and any new technologies/systems introduced in the product)
• Supporting of our company ServiceNow ITOM customers regarding needed usage in the company Operations
• Management environment.
• Responsible for all required documentation including Operations manual, security, test concept etc.
• Testing
• Perform the role of subject matter expert (SME) on ITOM
• Creating and updating documentation of user guides and guidelines including operations manuals.
• Submitting, updating, and maintaining knowledge articles related to key topics included in the scope of services supported.
• Supporting IT governance and audit requirements to maintain compliance and operational integrity.
• Interacting with clients such as IT service consumers, suppliers, and users to maintain service quality and manage relationships.

• Fluent English-speaking, including business reading and writing
• Proven programming skills
• Information technology qualification (Degree, Diploma, Certificate)
• ServiceNow certifications (ITOM)
• Min. ~ 5 years working experience in IT Operations Management