17 set - Alba
Ferrero
Overview
In this role you ensure the reliability and continuous improvement of key enterprise applications at Ferrero's HQ in Luxembourg, bridging business, IT platforms, and external providers. You will oversee service quality across a portfolio with SAP focus and drive stable, efficient application landscapes. Working with cross-functional teams, you'll manage lifecycle processes, support service improvements, and contribute to a scalable, IT-enabled business operation. This position offers collaboration in a multinational context with flexible remote options.
Responsabilità
Monitor and report on application service performance via KPIs and dashboards
Analyze trends to drive reliability, stability, and user experience improvements
Coordinate incidents, problems, service requests, and changes as escalation point
Lead major incident restoration and facilitate war rooms with clear communication
Oversee maintenance and enhancement requests aligning with methodologies and processes
Support service reviews,
monitor commitments, and drive service optimization initiatives
Contribute to evolving IT Service Management, including ServiceNow and RUN processes for AI solutions
Requisiti fondamentali
Master's degree in IT, CS or related field
Experience in IT Service Management within complex enterprise environments
Knowledge of SAP Hana environments and enterprise application support
Familiarity with ITIL practices (Incident, Problem, Change, Service Request)
Data-driven mindset for KPI definition and trend analysis
Experience with ITSM tools such as ServiceNow and SAP Solution Manager
Fluent in English; strong collaboration in international, cross-functional settings
collaborative
proactive
strong communication
SAP Hana environments
ITIL incident/problem/change/service request management
ServiceNow
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