Beschreibung
Communications and IT Process Management Analyst
The Communications and IT Process Management Analyst function is responsible for ensuring value-added ITIL v3 processes are developed and updated to reflect operational changes in conjunction with the Infrastructure Technology Outsourcing partner(s), the organisation, produces a rich set of Service Level Agreement and Operational Level Agreements that provide critical insights into performance for a diverse set of stakeholders, and drives business partner communications for all Infrastructure events that are important to this audience.
Key Duties & Responsibilities:
- Provide oversight and direction across the wide set of ITIL v3 processes that are required to ensure the effective and efficient operations of the Infrastructure and ADM organizations for both internal and external company stakeholders
- Drive proactive continuous improvement of all ITIL v3 processes with an emphasis on the evolving needs of all stakeholders and new end user computing functionality introduced over time
- Document and communicate all processes, policies and procedures for obtaining IT support
- Partner with the ITO provider in the development and maintenance of a knowledge management framework and repository that drives higher levels of self-help, First Cal Resolution and end user satisfaction
- Implement and manage a business partner satisfaction measurement and feedback process
- Communicate effectively with business partners, producers and stakeholders on all changes and planned/unplanned service outages in a timely and effective manner
- Set, track, measure and report on key performance metrics including SLA's and OLA's to a diverse set of stakeholders
- Partner effectively with all IT organizations, including strategic partners in executing all responsibilities
Required Education/Training & Experience:
- Bachelor's Degree (required)
- 6-10 years of process, reporting, and performance service experience
- Successful ITO experience a must
- Proven relationship management and interpersonal skills
- Excellent management and strong leadership skills, including ability to execute and
prioritize a number of tasks simultaneously - Proven practical experience with analytics of Infrastructure related data
- High service orientation and ability to measure customer satisfaction
- Ability to establish priorities and processes
- Strong written and verbal communication skills
- Solid experience with conflict resolution
- Strong influencing and negotiation skills
Do you think this would be an interesting opportunity for you? Then apply today for this great opportunity in Zurich!
Please don't hesitate to send your CV in English to Mr. Eric Schuster or if you should have any questions, please don't hesitate to call him.