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Process Lead (Asset & Configuration Lead) - Fujitsu Lisbon - Portugal, Lisboa, Lisboa (LIST)

by:  Fujitsu Global Delivery Centre - Portugal

The job offer is available for the following event:

Role Purpose

 

The Service Asset And Configuration Process Lead is responsible for the execution of the Process (directly perform or delegate responsibilities) and has the overall accountability for ensuring the suitability of the Service Asset and Configuration Management process to the organization. It Includes operating the defined and agreed process, ensuring it interfaces with all other relevant processes, reviewing the effectiveness and efficiency of the process, performing process audits and managing the process improvement cycle. 

 

Key Accountabilities

 

  • Delivers a specialist service management function within or into an account
  • Leads on elements of service delivery to lower management level within the customer(s) in order to deliver contracted service commitments & continual service improvements.
  • Contributes to the service partnership as part of one service team with internal and external teams or 3rd party vendors when required.
  • Monitors, maintains and ensures compliance to their process specialisim
  • Continually reviews the process and associated activities for efficiency and effectiveness, and makes recommendations for improvement.
  • Analyzes and reports on details of issues and updates stakeholders accordingly
  • Implements solutions to identified issues
  • Ensure that the SACM process is Fit for Purpose
  • Contribute to Defining the Critical Success Factors (CSFs) and Key Performance Indicators (KPIs) for the process
  • Coordinate the allocation of resources and/or responsibilities, while ensuring that all relevant staff have the required technical and business understanding, knowledge and training in the process, and are aware of their role in the process
  • Sponsor the communication campaign to promote awareness and acceptance of the SACM process
  • Contribute to establish the description, mission statement, roadmap, strategy, process objectives and metrics to measure success and obtain formal approval for the SACM process and its associated procedures.
  • Monitor and review the execution of the SACM process at a high-level, ensure it remains consistent with the organization’s current culture and IT Service Management strategy and ensures coordination with all other IT processes
  • Manage, monitor, review and update all procedural documentation and work instructions
  • Manage any new requirements or changes to the Process
  • Define and improve the audit process; Monitor and review the execution of periodic audits
  • Coordinates design work for CI and Asset discovery and other data import methods
  • Responsible for the execution of the process controls, ensuring that staff comply with process and data standards
  • Interfaces with other processes and/or business functions to ensure they are able to leverage the benefits provided by the Configuration Management process
  • Directs, prioritizes and schedules audits; ensures that any corrective action identified in Process and/or Database audits are carried out
  • Directs and schedules the training of new CI owners and CI coordinators
  • Contributes to assessing the evaluation of Configuration Management tools and recommend those that best meet the organization's requirements
  • Ensures regular housekeeping of the Configuration Management System data
  • Ensures appropriate security and access levels to the Configuration Management System
  • Plans and manages a population of the Configuration Management System, including discovery and other data import methods
  • Produces reports and Management information, including impact analysis reports and Configuration status reports
  • Identifies opportunities and submits proposals for improvement with respect to tools, staff, training, process, procedures and work instructions

Requirements  

  • Knowledge of handling and reporting against any type of deliverables
  • Proven ability to drive, lead, and take ownership across multiple teams
  • Able to to adapt in a fast pace changing environment and adopt a proactive mindset
  • Proven knowledge and experience of Asset & Configuration Management process and related components
  • Knowledge of Service Now
  • Awareness of Automation and Auto dicovery
  • Knowledge of CMDB, asset recording and Configuration data models

 

 Key Performance Indicators 

  • Service Improvement/Automation/CSI initiatives
  • Monitoring and Reporting abilities
  • Completeness and Quality Management
  • Knowledge Management
  • Manage the resolution of incidents/changes to agreed service levels
  • Act as point of escalation in dispute or uncertainty over appropriate resolver groups
  • Act as point of escalation when closure of an incident is disputed by the user/customer
  • Ensure the Incident / Change / Problem / Knowledge Management process, procedures and work instructions are adhered to by all relevant parties liked with the process
  • Monitor and report on the effectiveness of the Management procedures

 

Personal Attributes

  • Problem Solving Mentality and focus on Service improvement
  • Proactive, initiative ability and ownership
  • High level but not in-depth technical awareness of Workplace and infrastructure hardware, data center, SCCM, Active Directory
  • Incident, knowledge and Change Process experience/awareness
  • Passionate about successful value outcomes for both our customers and Fujitsu

At Fujitsu, you will enjoy:

  • Competitive salary and bonuses
  • Employment with the possibility of a permanent contract
  • Life insurance and private health insurance extensive to family members for free and since the first day of employment
  • Work life balance with part-time/full-time schedules available and 25 annual leave days
  • International career in a dynamic and enthusiastic environment
  • Training and internal career progression plan upon hiring
  • Several discounts available with our partners
  • Training and international career progression plan upon hiring
  • Dynamic and enthusiastic work environment with colleagues from more than 60 countries
  • The chance to get involved in our Social Responsibility program and participate in several initiatives with focus on wellbeing, diversity and inclusion, environment and our community (medical services, Yoga lessons, fresh fruit, volunteering afternoons)
  • Great Facilities at Central locations well served by public transportation, bicycle access and services
  • If you are moving to Portugal we also offer the support of our Welcome Buddy to help you settle in.
  • Remote Working Available

…and much more!

 

We also invite you to watch why Fujitsu Portugal is the perfect place to work!

https://www.youtube.com/watch?v=SEMkPOBuiiM

Apply herePortugalGDC.recruitment@ts.fujitsu.com

(Please attach your CV in English detailing language skills and availability)

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