ITSM Expert
Barcelone, Espagne Permanent Date de publication Sep. 09, 2024About the job
Ready to push the limits of what’s possible? Join Sanofi CHC in one of our corporate functions and you can play a vital part in the performance of our entire business while helping to make an impact on millions around the world.Our team is engaged in designing, delivering and supporting Digital Tech Services for all CHC worldwide.
We deliver our solutions in a highly competitive market answering FMCH needs and sometimes supporting regulated environments (GxP, SoX and other regional or local regulations).
Our team operates in an international context, serving all markets in most of the countries around the world.
Digital Tech encompasses following capabilities: Integration, Enterprise Architecture, Operations, Cloud engineering, Platform Engineering (e.g. DevOps & related framework), Enabling Platforms (ServiceNow, Observability, Chatbots, RPA, …), Digital Workplace and more “classical” infrastructures (hosting, network, servers, …).
In CHC Digital, all ITSM processes are implemented into ServiceNow platform, currently in a common instance shared with Sanofi overall and operated by a Sanofi Center of Expertise. Standard procedures in use are the one from Sanofi. At some point in time, CHC will benefit from its own ServiceNow instance and will have to manage its own standard procedures and ServiceNow implementation.
“Ops enablement team” is supporting the Business-oriented “Ops Command Center” to ensure transversal analysis on ITSM processes data so that they can focus on the most impacting parts with their respective Digital Units: less reliable applications, most recurring incidents, problem management, reliability actions to follow-up, insightful dashboards, …
As ITSM Expert, part of CHC Digital “Operations Enablement”team, you will support CHC Digital team on ITSM processes managed by Operations (i.e. being Business Process Owners – BPO), typically covering: Incident Management (Service Desk, L1, L2, L3), Problem Management, Change Management, Configuration Management (CMDB), Application Portfolio Management (APM), Release Management, Service Level Management and Knowledge Management global processes and their ServiceNow implementation.
Main responsibilities
Ops processes
Facilitate, frame, implement & optimize ITIL, ITSM processesin scope (e.g. automation, lean approach, ServiceNow configuration…)
Own ITSM “product” in ServiceNow platform (i.e. Process implementation & configuration in ServiceNow), being overall day-to-day operational responsibility for the performance of the processes
In partnership with Digital Quality representatives, provide & maintain CHC standard procedures related to all these processes
In partnership with Digital Office & Performance team, develop and maintain procedures and training materials for Digital stakeholders and ensure process adoption
Collaborate with stakeholders to identify new requirements to meet evolving business needs
Define and orchestrate a transversal Change Advisory Board (CAB) at the level of Tech team to govern CHC critical changes, but also Sanofi ones with an impact on CHC
Act as Problem manager and ensure transversal follow-up of all open actions, especially when related to Critical Incidents (P1)
Contribute to RCA
Own Application Portfolio Management (APM) process, based on ServiceNow (catalog management & approvals, demand management, HC structure consistency and logic,
Own “Prepare to run & move to production” process and requirements (document, maintain, educate, measure, …)
In partnership with Digital Quality, define and govern Disaster Recovery process & methodology
Ensure consistency of the CMDB
Insights and reporting
Provide insights based on overall Ops data (typically ServiceNow) to identify main risk & blockers and propose action to gain reliability (e.g.top 5 incident-prone applications)
Develop and maintain reports & dashboards to show data quality, KPIs and SLA performance (i.e. “Ops dashboards”)
Ensure monitoring efficiency (i.e.are the right things monitored with actionable events?)and take actions to ensure most appropriatesetup (e.g. new project requirements)
Develop and implement global performance and processes health KPIs
Provide Ops FinOps (e.g.run costs of apps, costs of incidents)
Engagement
Regularly Educate & communicate to CHC associates on Operations processes & best practices
Support application owners to shape their planned outage communications
About you
Experience:
Strong demonstrated5-10 years experience in driving IT Service Management processes in an organization, preferably in Consumer Goods industry or Healthcare
Solid knowledge & multi-year experience of Operations processes (e.g. IMS, AMS, Service Desk, ITIL & ITSM“stack”, …)
Expertise in ITIL v4 framework (incl. support model, service management, CMDB, APM, …)
Process expertise, with Lean expertise & experience
Good knowledge of ServiceNow, without being a developer, but with ability to understand how processes are implemented and can be optimized in the platform
Good knowledge of transversal automations capabilities enabling Operations (e.g. RPA, ServiceNow, PowerAutomate, …)
Good writing skill to create and update standard documents & procedures, approved by Quality
Proficientin Lean & problem solving methodologies, focusing on continuous improvement & Business continuity / reliability
Knowledge of Agile methodologies, DevOps and SRE (Site Reliability Engineering)
Data and analytics to deep dive on data to understand process execution and outcomes
Good understanding & experience on Digital eco-system, especially on Operations
Soft Skills
Curious, open-mindedness, think « out of the box »
Agile and continuous improvement mindset
Being mindful of stakeholders and ability to adapt speech & deliverables to various audience (e.g. Technical, Process, Business, …)
Critical-thinking and root-cause-analysis
Bachelor’s degree in Computer Science, Information Technology, or related field, with various proven experiences in international context across global organizations
Fluent in English
Why choose us?
Bring the miracles of science to life alongside a supportive, future-focused team.
Discover endless opportunities to grow your talent and drive your career, whether it’s through a promotion or lateral move, at home or internationally.
Enjoy a thoughtful, well-crafted rewards package that recognizes your contribution and amplifies your impact.
Take good care of yourself and your family, with a wide range of health and wellbeing benefits including high-quality healthcare, prevention and wellness programs and at least 14 weeks’ gender-neutral parental leave
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