Context
Within the ITSM Center of Excellence, you will operate in a complex environment requiring:
- Securing daily Incident & Change operations
- Developing and structuring the Problem Management practice
- Driving continuous improvement initiatives
- Implementing reliable KPI and reporting frameworks
You will work alongside the ITSM Operations Manager with an expert advisory position and without direct managerial responsibility.
Main Responsibilities
- Lead and supervise ITSM processes related to Incident, Problem, and Change Management
- Coordinate major incidents and ensure efficient management until service restoration
- Structure, develop, and improve the Problem Management practice and RCA/PIR methodologies
- Organize and facilitate CAB/eCAB meetings while managing risks and impacts related to IT changes
- Define, monitor, and improve KPI dashboards, reporting, and ITSM performance indicators
- Contribute to continuous improvement initiatives, data quality enhancement, and ITSM automation
- Collaborate with technical teams, operational stakeholders, and vendors in a complex environment
- Support RUN governance and ensure SLA/OLA compliance
- Train and coach teams on ITSM best practices
- Participate in the Incident Management on-call rotation and coordinate critical situations during major incidents
Required Profile
Technical Skills
- ITIL4 Foundation certification is mandatory
- ITIL Managing Professional certification is a strong asset
- Minimum 7–10 years of experience in ITSM
-
Proven experience in:
- Incident Management
- Major Incident Management
- Problem Management
- Change Management
- RCA / PIR
- CAB / eCAB facilitation
- Demonstrated experience building a Problem Management practice
-
Strong knowledge of ITSM tools such as:
- ServiceNow
- Jira Service Management
- 4me
- or equivalent
-
Good understanding of:
- SLA / OLA management
- CMDB
- Observability concepts (logs, metrics, traces)
- RUN governance
Soft Skills
- Strong influencing and leadership skills
- Excellent verbal and written communication
- Strong analytical mindset
- Continuous improvement mindset
- Ability to work under pressure and manage priorities
- Collaborative and coaching-oriented approach
Languages
- French: C2 level
- English: Minimum B2 level
Die Möglichkeiten sind zahlreich. Von der Entwicklung reiner Anwendungen bis zur IT Infrastrukturmanagement inkl. Konzeption, Architektur und Anforderungen Analyse.
Obwohl ABAKUS IT-SOLUTIONS offen für Technologien ist, die von unseren Kunden eingesetzt werden, ist das Unternehmen bestrebt, hauptsächlich, aber nicht nur Berater, die Folgendes beherrschen: Windows- und Linux-Server, Netzwerke, (JAVA, SAP, .NET,...) sowie hochspezialisierte Experten, z.B. im Bereich Cybersicherheit oder in Content Management Systemen (CMS) (SharePoint, Drupal, WebLogic...).
In in Bezug auf nicht-technische Kompetenzen stellt ABAKUS IT-SOLUTIONS dynamische Personen ein, die in die Welt, interessiert an Innovation und mit einem ausgeprägten Gespür für Kunden Beziehung.
Ein sehr Gute Englischkenntnisse sind unerlässlich, die Fähigkeit, Französisch, Deutsch oder Niederländisch zu sprechen ist eine Bereicherung.
Sogar Obwohl die meisten unserer Positionen mindestens 3 Jahre Erfahrung erfordern, sind einige offen für Neueinsteiger.
