Expert IT Technology - Customer Care

 

We are a team of professionals from many countries and diverse backgrounds, each with unique missions and challenges in the biggest health, nutrition and wellness company of the world. We innovate every day through forward-looking technologies to create opportunities for Nestlé’s digital challenges with our consumers, customers and at the workplace. We collaborate with our business partners around the world to deliver products and services to create tangible business value.

 

This position is not eligible for Visa Sponsorship.

 

 

Position Summary

As an Expert IT Technology-Customer Care, you will act as an IT Crisis Commander during high priority tickets for all of Nestle. You will guide technical teams across the globe towards resolution of business-critical issues to ensure service restoration with the focus being on minimum business impact. You’ll also collaborate closely with business stakeholders to provide visibility to the status of issues. 

 

Primary Responsibilities: 

• Manage IT crisis incidents by leading technical teams towards the quick resolution of business-critical issues
• Manage communications with business stakeholders across all levels of the organization to provide transparency of business impact and timelines to resolution
• Prioritize incident tickets ensuring most business-critical issues are being resolved first while still moving lower priority tickets forward
• Develop incident action plans and after-action items to help drive root cause investigations 
• Identify process improvements to meet global objectives
• Help integrate new business into crisis management plan (ie: mapping and scoping). 

 

Required Qualifications: 

• High School Diploma or GED equivalent 
• 7+ years of IT experience 
• 1+ years of experience in leading a process, or group, to deliver common objectives (ie: project management, crisis management, etc.) 
• 1+ years of experience working with ServiceNow
• Stakeholder management experience

 

Preferred Qualifications: 

• Bachelor’s Degree 
• ITIL V3 or V4 foundation certified 
   

Requisition ID

191478 

 

It is our business imperative to remain a very inclusive workplace.

 

To our veterans and separated service members, you're at the forefront of our minds as we recruit top talent to join Nestlé. The skills you've gained while serving our country, such as flexibility, agility, and leadership, are much like the skills that will make you successful in this role.  In addition, with our commitment to an inclusive work environment, we recognize the exceptional engagement and innovation displayed by individuals with disabilities.  Nestlé seeks such skilled and qualified individuals to share our mission where you’ll join a cohort of others who have chosen to call Nestlé home.

 

The Nestlé Companies are an equal employment opportunity and affirmative action employer seeking diversity in qualified applicants for employment.  All applicants will receive consideration for employment without regard to race, ethnicity, color, gender, gender identity, age, religion, national origin, ancestry, disability, perceived disability, medical condition, genetic information, veteran status, sexual orientation, or any other protected status, as defined by applicable law. Prior to the next step in the recruiting process, we welcome you to inform us confidentially if you may require any special accommodations in order to participate fully in our recruitment experience. Contact us at accommodations@nestle.com or please dial 711 and provide this number to the operator: 1-800-321-6467.

 

This position is not eligible for Visa Sponsorship.