SME - Release Management, ServiceNow

Job Summary

Management and\r\n Automation and configuration control\r\n− Proficiency Release Planning / Environment Usage planning\r\n− Strong command of English (required for global collaboration) shows a proactive, can-do attitude & the willingness to learn BJB specifics\r\n− ability to interact and coordinate with other departments within a financial institution\r\n− ability to work independently as well as part of a team\r\n− ability to analyze & structure problems, provide short term, and long-term solutions\r\n− strong communication skills (responsiveness and timeliness)\r\n− strong organizational skills (prioritization, effectiveness etc.)\r\n− Englisch is must, Fluent in German is a benefit

Key Responsibilities

1. Ensure On-Time Resolution And Quality Compliance Of Escalated Tickets And Incidents By Analyzing The Issues Effectively And Adhering To Agreed Slas In Release Management And Itil Frameworks.

2. Mentor Team Members And Administrators By Preparing Standard Operating Procedures (Sops), Maintaining Comprehensive Documentation, And Promoting Knowledge Sharing Within The Team To Enhance Operational Efficiency.

3. Validate Change Order Implementation Plans And Ensure Human Error Compliance While Actively Participating In Capacity Planning To Optimize Resource Utilization And Service Delivery.

4. Foster Positive Customer Relationships By Actively Participating In Customer Meetings To Understand Issues, Gather Feedback, And Implement Solutions That Enhance Customer Satisfaction.

5. Conduct Thorough Analyses Including Root Cause Analysis And Trend Analysis, And Prepare Detailed Reports To Facilitate Performance Improvement, Presenting Insights To Key Business Stakeholders.

Skill Requirements

1. In-Depth Knowledge Of Release Management Processes And Itil Practices.

2. Proficiency In Servicenow (Snow) Administration And Support.

3. Strong Familiarity With Bmc Remedy, Ca Service Desk, And Avanti Tools.

4. Excellent Analytical And Problem-Solving Skills.

5. Strong Communication And Presentation Abilities To Engage With Stakeholders Effectively.

Other Requirements

1. Itil Foundation Certification Is Recommended.

2. Certification In Specific Tools Such As Servicenow Or Bmc Remedy Is Optional But Valuable