Package Description
Full details on application
Relocation assistance provided, (if applicable).
Job Introduction
Serco is a specialist at delivering vital services on behalf of European, National and Local Governments.
Serco Europe employ’s a large workforce in Belgium, Luxembourg, France, Switzerland, Germany, Holland, Spain, Italy and the UK.
Our European operations have ca. 2,000 employees delivering critical services to public institutions throughout Europe.
Serco’s space heritage over the last 40 years has placed us in the Space News Top 50 Space Industry Manufacturing and Services Companies - We work alongside EUMETSAT and the European Space Agency, where we are the largest on-site service provider with ca. 300 staff.
What connects the ever growing Serco workforce is a passion for delivering great service – To keep ahead we have to constantly evolve and enhance the way we deliver our services and everyone in Serco has a role to play here.
Serco provide the right environment to encourage ideas and a comprehensive Best Practice support network that enables them to put their ideas into action.
If you share our values then join with over 60,000 colleagues globally who are equally as passionate about delivering great service as you.
Main Responsibilities
Main tasks and specific technical competencies
- Establish, perform and maintain solutions in the current ITSM tool (Services, Symptoms, Service Level Agreements, Workflows, RfCs, Releases, Problems, etc.);
- Provide 3rd level support (including installation of hot-patch, new software version, etc.) for the customer’s operational central IT Service Management environment and when needed in close cooperation with colleagues from application and system support areas;
- Work with peer colleagues and users to extract requirements, analyse and design process flows and implement the processes within the current ITSM Tool;
- Provide advice on backup and restore tests in conjunction with DG-IS Data Centre admins;
- Contribute to development of the current ITSM tools including operational acceptance tests according to pre-defined operational requirements to ensure that the system will be properly configured in the ITSM tool in accordance to SLA;
- Administer the automated testing tool and develop and implement test scenarios simulating user activities;
- Ensure the day-to-day operations, including monitoring, identifying any need for preventive or remedial maintenance such as fine-tuning and capacity planning throughout the use of diagnostic tools;
- Investigate, diagnose and resolve incidents and problems and also referring to external suppliers if required as well as assisting first and second level support staff and report to the Service Desk whenever appropriate;
- Analyse and perform migration of new services into the current ITSM tool in accordance with well established procedures;
- Co-responsible for creating and maintaining accurate and up-to-date technical documentation related to the ITSM environment, transfer knowledge to colleagues and ensure sufficient documentation is available for tasks to be assigned to first and second level support within the customer’s Data Centre, the DAN ERM colleagues and in general DG-IS INO;
- Participate in planning and execution of recovery and contingency exercises and ensure that IT Operations and Support staff can recover ITSM systems in accordance with the predefined plans and documentation;
- Maintain the test (and integration) environment and conduct integration tests for new HW and SW components prior to their migration to the production environment;
- Provide and participate on regular status activity reports and meetings throughout the duration of the assignment.
Successful Candidate
The ideal candidate should have at least 03 years of relevant experience.
General specifications
Position-specific expectations (all mandatory)
- Bachelor’s degree in information technology, computer science, information system security, or related disciplines;
- Engineering and design experience;
- On-call duties possible;
Generic technical competencies (all mandatory apart from the ones described as desirable)
- Minimum 1.5 years of experience using and administering a corporate ITSM tool, dealing with ITSM customers and creating new data structures in the ITSM tool;
- Minimum 1.5 years of experience implementing ITIL based processes in a corporate ITSM tool;
- Minimum 1.5 years of experience analysing, assessing and documenting ITIL based processes;
- Proven experience in the installation, setting-up, customisation, maintenance and integration of ITSM solutions in complex enterprise system architectures;
- Minimum 1.5 years of experience in test automation tools;
- Minimum 2 years experience administering Microsoft server-based operating systems (Windows 2008 or later versions);
- Knowledge of software development best practices and methodologies as well as of UATs support in new releases;
- Ideally, knowledge of IT service management processes and best practices (such as ITIL), particularly in the areas of Change Management, Release management and Problem Management, Availability and Capacity Management;
- Familiarisation with the banking environment would be an asset;
- Basic knowledge on relational databases and SQL query (desirable);
- Exposure to Enterprise Reporting and Monitoring processes and tools (desirable);
- Some experience with HP IT Service Management tools (HP SM, uCMDB, OO) (desirable).
Behavioural competencies
- A good command of English with proven drafting ability;
- Manages their own workload independently, sharing information and showing commitment to the achievement of team and organisational goals;
- Manages multiple assignments and tracks progress on numerous processes simultaneously;
- Uses simple/clear words and images to communicate ideas;
- Understands who their clients are (mainly Data Centre, Process Managers and Governance Division) making improvements to ITSM service on the basis of feedback and establishing methods for improving quality in a timely manner;
- Takes the initiative in improving the tool (for example also contacting the vendor or the customer directly) keeping informed the Principal and the ITSM team accordingly.
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Important
Any offer of employment is contingent upon you providing documents to verify your identity and employment eligibility, as required by law.
Applicants are reminded that they will be requested to produce such documentation during the recruitment process.
Please contact a member of the recruitment team if you require further details of acceptable types of documentation required for verification of identity and work authorization.
For positions located within the Darmstadt Support Office please note that only applicants with no family affiliation within the Company will be considered.
Data Protection:
When creating a profile on the Serco Career Centre you agreed to the Data Protection policy, a copy is available upon request.
You may submit a written request revoking your consent to this agreement at any time.
About the Company
Serco Services GmbH, part of the Serco group, A FTSE250, Multi-national Service Provider with over 60,000 employees worldwide.
