Recruiter

JOBG8

Location

Switzerland

Job term

Permanent

Job hours

Full time

IT Process implementation expert
Location: Basel, Switzerland
Term: 18 months

ROLE PURPOSE

* Part of the Gemini NOM Project team, reports to Gemini Head of NOM Processes & Services and is responsible to support the design and implementation of the new services:

* Responsible for ensuring that the design of IT services in the area of Incident Management, Change Management, Configuration Management, Capacity Management, Floor space Management and Quality Assurance is delivered in accordance in line with industry best practice (ITIL).

* Responsible for the implementation of these processes and continuous improvement

* Responsible for working with each technical tower, to ensure all integration into Global Operating Center follows criteria for process and services (change, incident, configuration, problem management).

* Make sure all Gemini internal and external partners are involved appropriately in the processes mentioned above

* Ensures that all of the above process is documented, communicated, personnel educated and trained, and centralized in a knowledgebase.

* Ensures that all process is defined according to GxP and SOX guidelines across all Quality and Compliance organizations.

MAJOR ACCOUNTABILITIES

* Make sure that Service Support Processes are adequately designed for all the services.

* Incident Management

* Change Management

* Configuration Management

* Capacity Management

* Etc.

* Manage processes and involved resources delivering the service, responsible for overseeing the service support team, ensuring the coordination of this team in overall planning activities

* Create and maintain a strong partnership and ensure close cooperation between the Gemini Team, Business IT and GIS Service Lines,

* Coordinate and create all written process and procedures applicable to Gemini new services for the Global Operating Center

* Serve as a point of contact and/or escalation for Gemini related requests for services, information or direction

* Report Incidents and Changes on a regular base to Gemini Head of NOM Processes & Services

* Reports Quality Assurance Level on regular base to Gemini Head of NOM Processes & Services

* Is responsible for communication and knowledgebase for all process

* Is responsible for training and compliance for all quality guidelines to internal and external personnel impacted

KEY PERFORMANCE INDICATORS/MEASURES OF SUCCESS

* Alignment of IT Services with the Gemini methodologies, blueprints and with overall IT strategy.

* Closeness/integration with Gemini Teams: be personally accepted by Gemini/IT management.

* Achievement of agreed targets in terms of quality, time and cost.

* Advise on service levels corresponding to industry best practice (price/performance etc.)

* Advise on modern technology and operations concepts according to industry best practice

ROLE REQUIREMENTS

* University working and thinking level, degree in computer science or comparable education/experience

* Broad experience and comprehension of technical infrastructure, including Data Center Facility components, Servers, SAN, network.

* Technical writing skills (work instructions, process, procedures for Infrastructure components)

* Extensive experience in the area of Incident, Change, and Configuration Management

* ITIL v3 experience and certification

* Languages: English

* 7+ years of IT experience

* More than 5 years of experience and excellent professional skills in the area of Process Mgmt

* More than 3 years of experience in Service Management of a regional or global service portfolio in similar area as above

* Experience of ITIL v3 processes

* Proven experience in co-coordinating with multiple groups within the customer, within GIS and Service Providers

* Experienced in coordination and in directing service providers

* Strong customer facing and relationship management skills

* Familiar with qualified infrastructures

* Good written, presentation and verbal communication skills

* Customer and service oriented

Please forward CV's with the skills list to:

Celine Schmidt