Sr. Technology Specialist - Service Management

<p>We are looking for a <b>Sr. Technology Specialist - Service Management</b> to be part of our <b>ServiceNow team.</b></p> <p> </p> <p><b>Position Snapshot</b></p> <ul> <li>Location: Barcelona</li> <li>Type of Contract: Permanent</li> <li>Stream: IT Workforce 360</li> <li>Type of work: Hybrid</li> <li>Work Language: Fluent Business English</li> </ul> <p> </p> <p><b>The role </b></p> <p>This role requires a blend of <b>IT Service Management expertise</b> and <b>Project/Release Management</b> coordination skills to support the efficient operation of our ServiceNow Factory. This position will work exclusively on ServiceNow tool, which is one of the most visible platforms in Nestle IT as it acts as the ERP for IT and hosts 40 applications across 17 products and 6 IT streams.<br/> In the past 12 months, 120 monthly, weekly or ad-hoc releases were delivered. We completed more than 300 sprints containing not less than 1400 stories!<br/> This position will work mainly with the Nestlé ServiceNow Factory and offshore delivery teams but also with the Nestlé Applications Owners, to bring deep expertise and knowledge with the ITSM products such as Incident, Request Fulfillment, Change, Problem, Knowledge, Walkup, etc.<br/> Working at the leading edge of IT for the product or platform, the Technology Specialist performs preliminary studies, helping to set the technological direction with the product manager, improves the way our clients leverage the out-of-the-box functionalities, approves the design and the technical solutions, ensuring high quality standards and following best practices.  </p> <p> </p> <p><b>What you’ll do </b></p> <p>Service Management Support:</p> <ul> <li>Collaborate with the ServiceNow Factory Service Delivery Manager to effectively manage incidents, requests, and problems according to the ITSM framework.</li> <li>Identify process adherence gaps and implement initiatives to enhance the efficiency of incident, request, and problem management processes.</li> <li>Develop and update documentation and knowledge articles to reinforce ITSM best practices, aiming to improve service delivery and elevate customer satisfaction scores.</li> </ul> <p>Project and Release Coordination:</p> <ul> <li>Assist in the coordination of PMO work, ensuring compliance with project guidelines and maintaining up-to-date documentation and knowledge articles.</li> <li>Support Agile Release coordination by attending release cycle meetings and ensuring adherence to guidelines related to documentation and updates, while also engaging in stakeholder management through regular communication and training sessions.</li> <li>Evaluate areas for improvement in testing procedures and Application Test Frameworks (ATFs), coordinating with the testing team to propose enhancements and metrics.</li> </ul> <p> </p> <p><b>We offer you </b><br/> We offer more than just a job. We put people first and inspire you to become the best version of yourself:</p> <ul> <li>Great benefits including competitive salary and a comprehensive social benefits package. We have one of the most competitive pension plans on the market, as well as flexible remuneration with tax advantages: health insurance, restaurant card, mobility plan, etc.</li> <li>Personal and professional growth through ongoing training and constant career opportunities reflecting our conviction that people are our most important asset.</li> <li>Hybrid working environment with flexible working scheme. Our state-of-the-art campus is dog friendly and equipped with a medical center, canteen and areas to co-create network and chill!</li> <li>Recreation activities such as yoga, Zumba, etc. and a wide range of volunteering activities.</li> </ul> <p> </p> <p><b>Minimum qualifications: </b></p> <ul> <li>Bachelor's degree in Business or Computer Science, systems analysis or a related study, or equivalent experience.</li> <li>Strong understanding of ITSM processes and best practices, with the ability to support in managing incidents, requests, and problems.</li> <li>Strong understanding of SDLC, Agile methodology and Project Management.</li> <li>ITIL Foundation certification is a strong plus.</li> <li>Basic knowledge of the ServiceNow platform is preferred.</li> <li>Knowledge in testing procedures, automated test frameworks preferred.</li> <li>Excellent analytical and problem-solving skills, with an autonomous, proactive and detail-oriented approach to process improvement.</li> <li>Ability to work collaboratively in a team environment, communicate effectively, and contribute to PMO and release coordination activities.</li> <li>A junior+/middle profile with a passion for learning and growing in the ITSM domain.<br/>  </li> </ul> <p><b>About the IT Hub </b><br/> At Nestlé IT, we are a diverse, global team of IT professionals in the biggest health, nutrition and wellness company of the world. We strive to create an environment where people are valued for who they are. We innovate every day through future re