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Develop detailed transition plans, coordinate resources for teams moving to ITSM tool SMAX and processes
Define and implement the Service Introduction and mechanisms that will be globally applied to all new service introductions and adjustments to existing services – Planning, managing and coordination of the new or changed services from development into live environment
Act as a bridge between project teams and operational support to ensure alignment and communications for transitions
Develop and execute communication strategies and plans to effectively communicate ITSM tool SMAX features, processes, updates, and best practices to stakeholders
Run Service Transition processes on projects and value stream deliveries to assess and ensure the smooth delivery or services into operational use
Ensure all support functions are aware, prepared and capable of supporting any new services deployed
Collaborate with cross-functional teams to gather feedback, identify user needs, and tailor communication and education efforts accordingly
Capture and share knowledge about services and fostering organizational learning
Provide ongoing support and guidance to IT end-users, addressing inquiries and resolving issues related to SMAX usage
Ensure that the product line team is ready to be onboarded onto SMAX – documentation, group management and assignment of appropriate roles
Stay up-to-date with industry trends and advancements in ITSM solutions to continuously improve communication and education strategies
Create engaging content for various platforms including MS Teams, emails, and webinars to drive awareness and adoption of SMAX
Monitor and evaluate the effectiveness of communication and education initiatives, making adjustments as needed to optimize impact
Requirements:
ITIL 4 certified
Have an in-depth understanding of Service Management Framework principles and processes with strong Service transition management experience
Empathy and patience: Understanding and considering the perspectives and needs of end-users and providing support with patience and empathy
Collaboration and teamwork: Working effectively with cross-functional teams to achieve common goals and drive successful Service transitions
Adaptability: Flexibility to adjust communication and education strategies based on feedback, evolving requirements, and changing circumstances
Creativity: Ability to develop engaging and innovative communication and educational content to capture the attention of end-users
Problem-solving skills: Identifying issues or barriers to adoption and developing solutions to address them effectively
Organizational skills: Managing multiple tasks and priorities efficiently while ensuring attention to detail and meeting deadlines
Cultural sensitivity: Understanding and respecting cultural differences to effectively communicate and engage with a diverse international team and user community