About Role :

The ITSM Engineer (Developer) acts as the technical System Owner for Woco's ITSM solution, Freshservice. This role covers the full lifecycle process from demand to implementation of system changes, developments, and improvements. Key responsibilities include supporting and implementing the global ITSM strategy, developing and programming technical solutions, ensuring compliance with ITSM standards, and driving continuous improvement of IT services and tools.-

ITSM Skills :

- Act as technical System Owner for Woco's ITSM solution, Freshservice

- Responsible for the full lifecycle process from demand to implementation of system changes, developments and improvements

- Support and technical implementation of global ITSM strategy, in alignment with IT Management

Development / programming :

- Develop and implement technical solutions, based on best practices for e.g. Configuration Management, Chane Management, Workflows, Business rules, Asset Management, Service Requests, notifications and interfaces.

- Conducting requirements analyses together with the business and developing best-practice solutions

- Technically develop, program and implement (new) solutions

- Documentation of work results

- Conducting Trainings to global IT members

- Ensure compliance with ITSM standards, service level agreements, and processing timelines

- Ensuring seamless workflow automation and integration with various applications

- Utilizing data-driven insights to make informed decisions, in alignment with global IT Management

Continuous improvement of IT services and ITSM tool :

- Identification of potential for improvement and implementation of measures to increase the efficiency and quality of IT services and technical implementation

- Continuous improvement of ITSM software and tools to support service management processes.

Stakeholder Management :

- Collaborate with different departments and stakeholders to ensure IT services meet business needs.

Reporting and Analysis :

- Generate reports based on business demand on the performance of IT services and analyze data to identify trends and areas for improvement.

Project Management

- Implements IT projects in a global scope.

- Supports projects as project team member.

- Prepares functional specifications and technical documents.

- Collaborates with project members and stakeholders in an active manner.

Vendor / Partner Management

- Coordinates the ServiceProviders in area of responsibility

Infrastructure Lifecyle

- Creates and maintains the required technical and user documentation.

- Performs proper service transition to other stakeholders internally / externally.

IT Service Management

- supports the service delivery in the respective service areas.

- Ensures that all services are known, described, and assigned to resources.

- Reviews and optimize the service delivery and provides service delivery reports periodically.

- Manages the priorities, performs escalation, and assigns work.

- Performs service delivery review with the IT teams, Application/Process stakeholders, and businesses periodically.

Compliance :

- Makes sure, that the respective service is compliant - policies/standards, ISMS, Data Privacy, etc.

- Trains the service team members in all aspects of IT compliance in the respective areas.

- Provide guidance to business in IT compliance in the respective areas.

Support & Service :

- Is contact person for the IT team members.

- Trains IT team in the respective service area.

- Optimizes existing IT processes

Education :

- Bachelor / Master University degree in Computer Science, Information or Technology Systems, Engineering or related fields or appropriate working knowledge.

Certification / Licensing :

- Sound knowledge of ITSM processes, certification desired

- String knowledge of modern Front- and Backend development, e.g. JavaScript, ReactJS, Redux, Java, VisualStudio, GIT and others.

- Excellent knowledge ITSM platforms and underlying technologies, with focus on programming, scripting and development

- Proven experience in ITSM development, preferred in Freshservice.