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IT Service Management Expert - German Speaker - Freelance - Basel/Hybrid (Contract)
Location: Basel Country: Switzerland Rate: Market Rate
 

IT Service Management Expert - German Speaker - Freelance - Basel/Hybrid

Robson Bale are looking for a German Speaking IT Service Management Expert to come on board for an initial 6 month contract in Basel.

6 months, market rate

Candidates MUST speak German for this role

Tasks and Responsibilities

  • Requirement Analysis:
    • Capture requirements and expectations of stakeholders (eg workshop/s).
    • Identify all existing services and their attributes + determine necessary new services.
  • Taxonomy Development:
    • Develop a taxonomy (classification system) for the service catalogue.
    • Define clear roles such as Service Owners and their responsibilities.
  • Create Service Descriptions:
    • Detailed descriptions for each service.
    • Ensure clarity on end-to-end responsibility and SLAs.
  • Set SLAs and KPIs:
    • Define SLAs and KPIs for each service.
  • Implementation and Testing:
    • Implement/adapt the service catalog into SNOW.
    • Test extensively.
  • Training and Rollout:
    • Train employees on the new service catalog and associated processes.
    • Implement a phased rollout to ensure all stakeholders are adequately prepared.
  • Monitoring and Continuous Improvement:
    • Implement a monitoring system to track service performance and gather feedback.
    • Set up regular reviews to update and improve the service catalog based on changing requirements and feedback.

Requirements

  • Bachelor's degree in Information Technology, Computer Science, or Business Administration.
  • 3-5 years of experience in IT Service Management or related fields.
  • Proven experience in requirements analysis, taxonomy development, and SLA/KPI definition.
  • Familiarity with IT Service Management tools such as ServiceNow (SNOW).
  • Experience in training, rollout facilitation, and continuous improvement processes.
  • Strong communication and stakeholder engagement skills.
  • Analytical and problem-solving abilities.
  • Proficiency in taxonomy development and SLA/KPI definition.
  • Technical competence in ITSM tools like ServiceNow.
  • Training facilitation and change management skills.
  • Detail-oriented with a focus on continuous improvement.

6 months, market rate

Candidates MUST speak German for this role

IT Service Management Expert - German Speaker - Freelance - Basel/Hybrid


Posted Date: 24 Apr 2024 Reference: JSNH2307 Employment Business: Robson Bale Ltd Contact: Nick Hughes
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