Service Desk Governance & Process Specialist (m/f) Global Service Desk Governance Team, Seine-Saint-Denis

We are a strong global community connected by shared values, varied experiences, and a common goal — to grow with purpose. Our People Attributes reflect the values we live by and the mindset we bring to every challenge, every day.

We truly care for our employees, their individual needs, and their aspirations. We are a thriving community of thinkers, innovators, and individuals who share our purpose: We secure our future.

Missions

• Global Service Desk : Responsible for the design and development of solutions according to requirements and implement significant process improvements.
• To provide and maintain methods and processes used within IT functions, including but not limited to; the analysis of existing IT processes and methods, to improve and introduce more efficient processes and methods where appropriate and to have close cooperation with AGCS IT functions.
• To participate in the governance of Service Desk provider in means of service fulfillment.
• Conduct IT Analysis: Conduct ad-hoc as well as regular analysis, documentation, processes, data, etc. as required, as well as explore opportunities for new technologies, Investigate IT procedures, standards and/or guidelines (including AGCS as well as Group IT standards) and evaluate existing processes.
• Project Support: :Deliver small projects under the supervision of the project manager and act as GSD representative on IT projects and in his respective region, Work with key project managers and IT leadership to document project scope, plan, timing, costs, risk and deliverables, Coordinate IT project resources and key project dependencies to achieve project goals, Define, develop and conduct the implementation of processes, procedure, metrics & measurement programs, monitor and continuously improve the processes by leveraging on industry accepted models and standards
• Stakeholder Management: Support teams within the AGCS IT Department with ad-hoc requests from management and stakeholders

Profile

• IT Support Experience (>7 years)
• ITIL Expert
• Fluent in english
• Prince 2 Practitioner
• Experience in working with offshore and virtual teams (>5 years)
• Project Management Experience (>3 years))
• Experience of working internationally in an outsourcing and offshoring environment
• Communication Skills
• Analytical skills
• Solution Orientation
• Project Contribution
• Customer focused