IT Tech Specialist Service Desk Performance and Data Insights
Full Time
1 month ago
Employment Information
- About IT In Nestl.
- We are a team of IT professionals from various countries and backgrounds, each facing unique.
- missions and challenges within the worlds largest health, nutrition, and wellness company.
- Every.
- day, we innovate using advanced technologies to tackle Nestls digital challenges for our.
- consumers, customers, and workplace.
- We work closely with our business partners globally to.
- provide standardized and integrated technology products and services that deliver real value to the.
- business.
- Position Title: IT ServiceDesk Performance and DataInsights Specialist.
- Location: Bangalore IT Hub.
- Part of IS/IT Service Management Service Desk Product.
- Permanent contract with competitive salary & key benefits package.
- Full-time work, virtual working available in a global environment.
- Bachelors degree or higher, preferably computer science, engineering, business administration or.
- related area.
- Demonstrated experience in a product-based IS/IT organization.
- 5+ years of experience in IS/IT Service Management, Customer\Employee Experience or closest to.
- the Business.
- Experienced professional to manage or work on Data and Analytics Projects and Initiatives as a.
- service or product to deliver excellence.
- Strong background in IT Service Management (ITSM), Service Desk modern operations, and.
- vendor management.
- Extensive knowledge and experience with the ServiceNow platform.
- Experience in designing, building, and maintaining Power BI dashboards, and other Business.
- Intelligence tools.
- Knowledge of the Swish.
- AI platform (preferred).
- ITIL 4 Certified.
- Position Summary.
- Under the supervision and guidance of your Senior Product Manager based in Barcelona, we are seeking.
- a dedicated and skilled individual to join our IT Service Desk Product team as a Performance and DataInsights Specialist.
- The successful candidate will play a pivotal role in enhancing our IT Service.
- Management (ITSM) processes and Global ServiceDesk Operations through advanced data analytics,.
- reporting, and strategic insights.
- This role requires a blend of technical expertise and collaborative.
- engagement with stakeholders (E.
- g.
- Regional Managers and Operations, Market W360, Functional.
- Relationship Managers, Product Streams, Vendor Management Office) to drive continuous improvement.
- initiatives through data and analytical tools and methods.
- A day in the life of.
- Conduct in-depth trend and deviation analysis to identify opportunities for automation and.
- shift-left strategies, aimed at enhancing and maximizing the value of our services and.
- improving operational efficiency.
- Develop and maintain advanced dashboards and performance reports that focus on key.
- metrics, such as Speed of Answer, Time to Resolution (TTR), First Call Resolution (FCR),.
- First Day Resolution (FDR-24 hours), Backlog Management, Knowledge Base utilization,.
- and Customer Satisfaction Rate (CSAT) as examples of indicators.
- Strong knowledge of data analytics tools and methodologies, such as Power BI, Tableau, or.
- similar platforms, to effectively analyze data and present actionable insights to the.
- stakeholders.
- Collaborate with stakeholders to deliver strategic insights that inform decision-making and.
- improve service performance.
- Automate data processes and support sprint-based improvement initiatives using project.
- management methodologies to optimize IT Service Management (ITSM) operations.
- Act as an Advisor / Coach to drive analytic capabilities in regional and product teams.
- Qualifications
- Bachelor's degree in data science or data Analytics, Computer Science, IT Management, or a.
- related field.
- A minimum of 3 years of hands-on experience in ITSM reporting and analysis within enterprise.
- environments.
- Proficiency in data visualization tools such as Microsoft Power BI and ITSM platforms like.
- ServiceNow.
- Knowledge about Swish.
- AI platform is a differentiator.
- Strong understanding of ITIL, IT Service Management concepts and best practices.
- Excellent critical thinking, analytical skills, and stakeholder engagement capabilities to generate.
- tangible value.
- What Will Make You Successful.
- Demonstrated experience in stakeholder management, with the ability to present.
- recommendations related to reporting management, facilitate discussions and feedback, and.
- guide teams to make data-driven decisions.
- Demonstrated experience in developing and maintaining Standard reports and dashboards.
- to ensure consistency.
- Organization: Above-average organization and prioritization skills, with the ability to juggle.
- multiple responsibilities at the same time.
- Demonstrable Experience using ITSM and Reporting Solutions (experience with ServiceNow,.
- PowerBI, Swish.
- AI would be an asset).
- Time Management: Proven track record of taking ownership and successfully delivering results in.
- a fast-paced, dynamic and global working environment.
- Strong understanding of basic IS/IT information system, information risk and security guidelines,.
- architecture standards and experience in digital technologies such as Analytics are an asset.
- Excellent understanding of business complexity, interdependencies and partner management.
- Excellent English communication skills applied with different stakeholders, nationalities and.
- mediums (face-to-face and remote).
- Engagement in projects to assist implementation of new ways of working practices and.
- procedures.
- Ensure achievement of SLA's, XLAs and KPI's, while ensuring cost control and effective use of.
- resources and partners.
- Experience having worked in a global environment and with virtual teams being able to work on.
- multiple tasks simultaneously and have strong organizational skills.
- Being highly creative and analytical, from both a technology and analytics design perspective.
- Works effectively both independently as well as in a team environment and must be able to adapt.
- to a rapidly changing business environment.
- Why Join UsJoin our dynamic team and contribute to the transformation of IT service management.
- through data-driven insights and innovative solutions.
- We offer a collaborative environment where your.
- skills will make a significant impact on our service delivery excellence.
- More about NestlIT.
- Workforce 360 is Nestls exciting and diverse new product-based IT team, created to bring together all.
- products our global workforce needs for successful collaboration, engaging communication, and efficient.
- work.
- We provide IT services to the entire NestlGroup, the worlds largest food and beverage company.
- with 89.
- 8 billion Swiss Francs in sales in 2017 and 323,000 employees.
- We continuously improve our.
- products for the workforce, operating in 189 countries by embracing Agile ways of working and evolving to.
- quickly address new requirements.
- We design and support our solutions end-to-end.
- This means we not.
- only deliver great IT solutions with the best user experience; we also quickly resolve issues as they arise.
- The NestlGroup is the worlds largest food and beverage company with 89.
- 8 billion Swiss Francs in.
- sales in 2017.
- It is present in 189 countries around the world, has 413 factories and its 323,000.
- employees are committed to Nestls purpose of enhancing quality of life and contributing to a healthier.
- future.
- Nestloffers a wide portfolio of products and services for people and their pets throughout their.
- lives.
- Its more than 2000 brands range from global icons like Nescafor Nespresso to local favorites.
- Company performance is driven by its Nutrition, Health and Wellness strategy.
- Nestlis based in the.
- Swiss town of Vevey where it was founded more than 150 years ago.
- Learn more about our Group and.
- reasons to join us on.
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