Application Support Engineer (Service Management)

Hoofddorp ICT
Referentie nr
118
Publicatiedatum
08-01-2019
Dienstverband
Vast / Tijdelijk
Solliciteren Overzicht vacatures

Introductie

The Application Support Engineer Service Management will act as the subject matter expert for this application. Reporting into the Information Manager Service Management, he or she will support the users in implementing new requirement and use the system in the most optimal way and in a consistent way across Interxion.


Organisatie- en afdelingsomschrijving

Interxion is a European supplier in the field of cloud and carrier-neutral data center services.The head office is located in Hoofddorp and London. Interxion provides its services through more than 48 data centres in 11 countries, located in metropolitan areas, including Amsterdam, London, Frankfurt, Paris and Madrid. With this, Interxion offers more than 1600 customers a secure location for the storage of data, IT infrastructure and connectivity with cloud platforms. Interxion offers physical space, maintains and ensures the continuous security, cooling and power supply of these spaces. Interxion has shown continued growth in sales and profits since its IPO in 2011 and expects to continue this growth for the coming years.

Interxion is implementing ServiceNow as the global tool for Service Management. Within ServiceNow they will manage the execution of service requests within their Operations but also their IT-Department.

The position is at the ICT department. This consists of 4 ICT teams, Infrastructure Services, Workplace services, Database development are based in the Hoofddorp HQ office and Application Development in London.

With the new ServiceNow team the ICT department is complete. The local teams service all international Interxion locations. The team are small and informal, no suits and ties. As the Interxion IT department is small there is a lot of interdisciplinary contact between teams. 

Functie


1.     Trains and educates users:

-        Be the subject matter expert in the area of Service Management, in particular for ServiceNow.

-        Develop training materials and train the users on how to use the system.

-        Facilitate the exchange of best practice across various user communities within Interxion.

-        Aims at standard and consistent way of working in the area of service management across Interxion.

 

2.     Manages the change agenda:

-        Collect change request from the various users of the system.

-        Analyze changes and prioritize them, if feasible for execution.

-        Propose the change agenda to, and obtains approval from, the Change Management Board, owning the agenda and prioritization for changes in the application.

-        Inform users of the system about the overall change agenda being agreed and timing and impact of upcoming changes.

 

3.     Implements changes:

-        Analyze the change request to determine the detailed impact for the systems in the area of Service Management as well the impact on systems in other domains.

-        If needed, align with the other IT-domains to jointly agree on the way forward, in order to manage the impact of a change end to end.

-        Applies the changes in the configuration of the system or the system itself, in accordance with the change management procedures of Interxion.

-        If needed, manages the execution of the change by a third-party vendor, in terms of quality, timing and costs.

 

4.     Supports incident resolution:

-        In case of an incident, support in first and second line incident resolution.

-        If required, dispatch incidents to third line and monitor the timing and quality of resolution.

 

5.     Participates in projects:

-        Plays a subject matter expert role in supporting the business in IT-projects while understanding both their processes and solutions.

-        Contributes to the business transformation side of the project by training and education users on new or adjusted solutions.

 

6.     Optimizes the use of Service Management tooling.

-        Understand the service management processes within Interxion and pro-actively look for potential improvements.

-        Understand technology trends and potential IT-solutions which could further contribute.

-        Discuss potential improvements with the stakeholders within Interxion.

-        If feasible, proactively propose changes to the CMB for approval and prioritization

Functie-eisen

-        Level gained by experience or education: MBO/HBO

-        Detailed understanding of service management processes (ITIL certified)

-        Knowledge of and experience with the use of ServiceNow

-        Fluent in English, verbal and in writing.

-        Can impact and influence groups of stakeholders to gain global alignment.

-        Experience with working in a pan European or global environment

-        Eager to drive change.

-        Detailed understanding of service management processes (i.e. ITIL)

-        Detailed understanding of service management solution (i.e. ServiceNow)

-        Level gained by experience or education: MBO/HBO

-        Detailed understanding of service management processes (ITIL certified)

-        Knowledge of and experience with the use of ServiceNow

-        Fluent in Dutch and English, verbal and in writing.

-        Can impact and influence groups of stakeholders to gain global alignment.

-        Experience with working in a pan European or global environment

-        Eager to drive change.

-        Some international travel is required

-        Willingness to work outside office hours in case of major incidents or changes

Inlichtingen bij

Myra Veltkamp +31 (0)6 40001955

Solliciteren bij

Myra Veltkamp , myra.veltkamp@nl.gt.com

Sluitingsdatum

08-03-2019

Solliciteren