Lead Servicenow Specialist

3 months ago

Montréal, Canada SITA Switzerland Sarl Full time

Aperçu:
Le rôle du Specialiste Principal ServiceNow est de soutenir l'équipe de gestion des services de SITA FOR AIRCRAFT en développant la capacité de notre instance ServiceNow en tant que plateforme opérationnelle de base. Le poste est rattaché au responsable de la gestion des services, au sein de l'organisation du service client et des opérations.

**_
Vos responsabilités sont:_**
- Vous êtes responsable de la conception et de la mise en œuvre de l'instance de ServiceNow en tant que plateforme opérationnelle de base.
- Concevoir, développer et déployer ServiceNow en s'appuyant sur les meilleures pratiques et normes de l'industrie.
- Développer et soutenir divers modules - Orchestration, Catalogue de services, Portail de services, configuration des changements et des incidents, Découverte, CMDB, Gestion des actifs et des événements.
- Vous êtes en charge de la mise en œuvre de la stratégie de développement de l'entreprise et de la gestion des ressources humaines.
- Préparer et tenir à jour les spécifications et les documents techniques, les diagrammes d'architecture, la documentation du système et les manuels.
- Dépanner les problèmes de production et de test ; effectuer une analyse des causes profondes, recommander des mesures correctives et effectuer des efforts de résolution.
- Collaborer avec d'autres ressources techniques et notre partenaire de livraison pour maintenir et développer la plateforme.

Qualification:
**_ Vous possédez:_**
- 5+ ans d'expérience pratique en tant que Specialiste ServiceNow
- Certifié ServiceNow (Administrateur ; Spécialiste certifié de la mise en œuvre de ServiceNow ; Expérience du développement et de la mise en œuvre de systèmes en utilisant la méthodologie Agile/Scrum)
- Expérience sur ITOM (Discovery, CMDB, Service Mapping, Event management), CSM (Case, Account, Portal), ITSM et SPM
- Expérience des workflows, des intégrations, des scripts clients et des règles métier (JavaScript, JQuery et expérience des scripts ServiceNow).
- Compréhension démontrée des méthodologies ITIL, certification ITIL v3 ou v4
- Connaissance approfondie des opérations de gestion des services, y compris une forte connaissance des meilleures pratiques informatiques, des tendances de l'industrie et du service à la clientèle.
- Compétences avérées en matière de leadership et de coordination, combinées à la capacité de créer et de maintenir un sentiment d'urgence au sein de tous les groupes de résolution, et de faire progresser les choses dans un environnement dynamique, en temps réel et soumis à une forte pression.
- Capacité à mener des discussions techniques avec le client et les équipes internes, des séances d'information et des conférences téléphoniques. Capacité avérée à communiquer efficacement et avec assurance à tous les niveaux, c'est-à-dire en détail avec le personnel technique/les fournisseurs et en résumé avec la direction générale.

**_
Ce que nous offrons:_**
Le lieu de travail de SITA est synonyme de diversité : de nombreux pays et cultures différents sont représentés dans notre personnel, et les collègues qui travaillent ici depuis des décennies collaborent avec ceux qui viennent de sortir de l'université et qui sont au début de leur carrière. SITA est un lieu de changement et d'amélioration constante, où nous nous efforçons toujours de trouver de meilleures façons de faire les choses : plus intelligentes, plus rapides, plus faciles, pour nous et nos clients, mais aussi pour leurs clients.
Et nous offrons toutes les bonnes choses auxquelles vous vous attendez, comme des vacances, des primes, des avantages flexibles, une politique médicale, un plan de pension et l'accès à une formation de niveau international.

**_
Bienvenue chez SITA:_**
SITA est le premier spécialiste mondial des communications et des technologies de l'information dans le domaine du transport aérien. Nous ne nous contentons pas de connecter l'industrie aéronautique mondiale. Nous appliquons des décennies d'expérience et d'expertise pour répondre à la quasi-totalité des processus commerciaux, opérationnels, de gestion des bagages et des passagers du transport aérien.
Nous concevons, construisons et soutenons des solutions technologiques dans le but de faciliter le transport aérien à chaque étape. En tant qu'organisation, nous couvrons 95 % de toutes les destinations aériennes internationales et nous travaillons avec plus de 2 800 clients du transport aérien et des gouvernements aux quatre coins du monde. Êtes-vous prêt à explorer les possibilités qui s'offrent à vous ?

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