Pullman Hotels

ABOUT THE JOB

• Oversee the delivery and improvement of IT service management processes and tools, ensuring alignment with best practices and customer expectations
• Lead the automation of ITSM workflows and tasks, leveraging emerging technologies and platforms to enhance efficiency and effectiveness
• Report to the manager of ITSM operations and automation and supervise a team of ITSM analysts and specialists
• Manage the day-to-day operations of ITSM processes and tools, including incident management, problem management, change management, configuration management, service level management, and service catalog management
• Ensure that ITSM processes and tools are aligned with ITIL standards, IT governance frameworks, and business requirements
• Monitor and report on the performance and availability of ITSM processes and tools, using key performance indicators (KPIs) and metrics
• Identify and implement opportunities for continuous improvement and automation of ITSM processes and tools, using agile and lean methodologies.
• Lead the design, development, testing, and deployment of ITSM automation solutions, using various technologies and platforms, such as scripting, orchestration, chatbots, RPA, AI, and cloud
• Collaborate with IT and business stakeholders to understand their needs and expectations and provide guidance and support on ITSM best practices and automation solutions
• Manage the ITSM operations and automation team, including hiring, training, coaching, performance management, and career development
• Manage the ITSM operations and automation budget, ensuring cost-effectiveness and alignment with IT and business objectives.

ABOUT YOU

• Bachelor's degree in computer science, information systems, engineering, or related field
• 5+ years of experience in IT Service Management, preferably in a leadership role
• Demonstrated experience working with ServiceNow platform
• Experience working in cloud environments like Azure and AWS and the integration with ServiceNow platform
• ITIL V3/V4 Certification
• Certified as ServiceNow – System Administrator (CSA)
• Automation tools certification (e.g., Ansible, Terraform, UiPath, etc.)
• Demonstrated experience working with automation tools
• Ability to analyze, troubleshoot, and resolve complex software applications or integration-related problems
• Strong communication, collaboration, and customer service skills
• Up-to-date knowledge of the marketplace and technology changes pertinent to ServiceNow, monitoring tools, and ITIL processes.

Benefits

• 13th-month salary
• 14+ annual leaves per year
• Premium healthcare insurance, starting from your probation period
• Project reviews and yearly performance appraisals
• Annual company trips
• Teambuilding activities: Team lunch/dinner, events, celebrations, sports clubs (football, yoga, badminton, etc.)
• International team with flexible working time + hybrid working
• Tailor-made career path
• Technical workshops and training courses
• Mobility: Opportunities to be on-site abroad in our offices in over 60+ countries

Equal Opportunity

Amaris Consulting is proud to be an equal-opportunity workplace. We are committed to promoting diversity within the workforce and creating an inclusive working environment. For this purpose, we welcome applications from all qualified candidates, regardless of gender, sexual orientation, race, ethnicity, beliefs, age, marital status, disability, or other characteristics.