ITSM Expert

22.04.22 | Valencia (Spain) | Full time

If you like this offer, please send your CV mentioning the job title to:

Location:  Valencia (Spain)

Teleworking option: Yes, up to 2-3 days per week

On-call requirements: May be required on an exceptional basis

Required Profile

Junior profiles welcome with either a bachelor degree in IT/computer science or5 years of relevant hands-on experience. Skills and experience in ITSM, ServiceNow, ITIL and capacity management. Comfortable working autonomously, individually and as part of a team in a multicultural environment. May be required to work outside working hours.

Good communication skills (oral/written):

•The selected candidate must have excellent knowledge of English (verbal and written).

•Knowledge of Spanish or another official United Nations language is desirable.

Scope of Work / Duties of Consultant:

Work as a member of the domain/area team:

•Technology Operations Governance and Service Management

•In collaboration with the different stakeholders, define a Capacity Management Framework and Plan for ADB that includes:

oScope, Goals, Capabilities, standards, policies

oPlans to address audit requirements

oan effectiveness end-to-end Capacity Management Process workflow

otools, timeline, resources needed, measurement, controls, and reports, etc.

orelationship to other processes

•Execute the capacity management framework/plan after approval of the management

•Perform the capacity management responsibilities as defined in the Capacity Management Framework

•Lead or provide support on initiatives to improve and/or expand ADB’s ITIL processes (e.g.SLA, OLA, configuration management, availability management)

•Review and provide recommendations for continuous improvement of the ITIL processes of ADB

•Provide support as secondary resource for Problem management, Change management, Incident management

•Documentation and review with knowledge of industry best practices

Required Technical Skills:

The resource MUST have the following skills and experience:

•One or more years of proven working experience in Capacity Management

•Three or more years of proven working experience on ITSMand ServiceNow

•Expertise with ITIL best practices

The resource SHOULD have the following skills and experience:

•Knowledge in design and development in ServiceNow

•Must be familiar with capacity management tools and ITSM tools

•Ability to demonstrate experience great interaction skills throughout a large organization

Required Soft Skills:

•Ability to demonstrate experience great interaction skills throughout a large organization

•Ability to write documentation & reports

•Creativity/ ability to find innovative solutions

•Willingness to learn on the job

•Conflict management &cooperation

Desirable certifications:

•RelevantITSM, ServiceNow, ITILindustry certifications