Service Integration Manager

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Date: Jul 4, 2024

Location: Pune, IN

Company: AkzoNobel

About AkzoNobel

Since 1792, we’ve been supplying the innovative paints and coatings that help to color people’s lives and protect what matters most. Our world class portfolio of brands – including Dulux, International, Sikkens and Interpon – is trusted by customers around the globe. We’re active in more than 150 countries and use our expertise to sustain and enhance the fabric of everyday life. Because we believe every surface is an opportunity. It’s what you’d expect from a pioneering and long-established paints company that’s dedicated to providing sustainable solutions and preserving the best of what we have today – while creating an even better tomorrow. Let’s paint the future together.

 

For more information please visit www.akzonobel.com 

 

© 2024 Akzo Nobel N.V. All rights reserved.

 

 

Job Description : 

The role of the IT Service Integration Manager entails the design and enhancement of crucial IT Service processes for our extensive user base of over 35,000 individuals at AkzoNobel. Within a select and expert team, the Service Integration Manager plays a significant role in improving our overall IT performance. This team is responsible for streamlining, standardizing, globalizing, and automating IT Service Management (ITSM) processes within a comprehensive service environment.

 

Responsibilities

Processes Design, Implementation and Strategy

  • Designs and optimizes high-volume, business critical ITSM processes.
  • Ensures seamless integration of ITSM processes across the organization and cross-suppliers, with a focus on continual improvement and automation.
  • Configuration Management Process Owner - Designs, implements, and continuously improves configuration management process. Develops and implements CMDB policies, standards, and procedures.
  • Plans, manages, and controls the Configuration Management Database (CMDB) to ensure the accuracy of configuration data and proper reporting and status accounting.
  • Manages Configuration Item review attestations to ensure accuracy and completeness of undiscoverable configuration items maintained within the CMDB.
  • Participates in the planning, designing and implementing of the Service Model in CMDB to ensure visibility across the infrastructure environment.
  • Ensures the CMDB integrates seamlessly with other ITSM processes and tools
  • Conducts data quality analysis, provides recommendations to address data quality issues, and manage the implementation of approved recommendations.
  • Service Level Management process owner - configures SLA on our Enterprise Service Management (ESM) platform and understand how the design works, creates customed fields, forms, workflows, SLA integrations.
  • License management – supports in: developing and implementing processes and best practices for effective ESM platform license management; Recommending the best licensing options and configurations based on organizational needs. Supports in identifying opportunities for license consolidation and reallocation.

 

Collaborate and support stakeholders

  • Works with various stakeholders and CI data owners (cross IT Ops domains) to ensure the quality of the CMDB data is maintained and all Configuration Items are up-to-date.
  • Collaborates with key stakeholders to define standard use cases and document new requirements.
  • Fosters a culture of IT knowledge sharing among stakeholders.

 

 

Support ServiceNow implementation and training

  • Documents business requirements, workflows, use cases, functional requirements, test plans, test cases, and data mappings for new enhancements or modifications to CMDB functionality.
  • Develops training guides and communications regarding new features, functionality, concepts

 

What do you bring?

  • Bachelor's degree or higher in Information Technology, Computer Science, or a related field
  • 5-8 years of IT services experience in multinational companies with IT outsourcing.
  • Proficiency in using ServiceNow platform.
  • Hands-on experience with ServiceNow CMDB and ITSM modules (preferably incl. other modules)
  • Strong knowledge of ServiceNow platform and CMDB architecture.
  • Proven experience in software license management, preferably with ServiceNow.
  • Familiarity with reporting tools and databases, such as Excel, SQL, or BI tools, can be beneficial for data analysis and reporting.
  • Familiarity with IT infrastructure, application landscapes, and service management principles.
  • Experience with Agile methodologies
  • ServiceNow Certified Implementation Specialist – CMDB.
  • ITIL v3/v4 certified.
  • ServiceNow System Administrator certification. (optional but beneficial)
  • Business acumen with a balance between technical and business perspectives.
  • Cultural sensitivity and diversity appreciation.
  • Excellent communication and stakeholder management abilities.
  • Independent decision-making under pressure.
  • Proactive approach to continuous improvement and staying updated with industry trends.

 

At AkzoNobel we are highly committed to ensuring an inclusive and respectful workplace where all employees can be their best self. We strive to embrace diversity in a context of tolerance. Our talent acquisition process plays an integral part in this journey, as setting the foundations for a diverse environment. For this reason we train and educate on the implications of our Unconscious Bias in order for our TA and hiring managers to be mindful of them and take corrective actions when applicable. In our organization, all qualified applicants receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age or disability.

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