Herbalife is a leading nutrition company with more than 40 years of experience and a mission to nourish the potential in everyone, create meaningful economic opportunities and improve global nutrition. Herbalife is recognized globally as the #1 brand in active and lifestyle nutrition.
Herbalife sponsors more than 150 world-class athletes, teams, and events, including Cristiano Ronaldo, the Los Angeles Galaxy soccer team, and many National Olympic Committees.
About the position:
The Senior Service Integration / Change Management is responsible for assisting with the coordination and management of various (ITIL aligned) GTS processes including incident, change, release and problem management. The Analyst, Service Integration works cross-functionally across GTS teams and vendors to support the delivery of streamlined, technology enabled business services.
Responsibilities:
Technical Change Management:
Assists with the coordination and management of change to the service infrastructure including service assets, configuration items and associated documentation:
Helps provide effective control and risk reduction to the availability, performance, security and compliance of the business services impacted by technical changes.
Evaluates risks to the integrity of service environment in proposed implementations (including availability, performance, security and compliance of the business services impacted).
Assists with the scheduling and communication of changes/updates (which are bounded as “releases”) into production environments, to enable controlled and effective handover to operational management and the user community.
Suggests improvement to organizational procedures governing change management. Leads the assessment, analysis, development, documentation and implementation of changes based on requests for change.
IT Operations:
Assists with the coordination of support, the preparation and communication for new or changed services, and the maintenance of IT Service Management (ITSM) tools such as ServiceNow.
Assists with the coordination of support, the preparation and communication for new or changed services, and the maintenance of IT Service Management (ITSM) tools such as ServiceNow.
Assists with the configuration of ITSM tools and workflows.
Provides reports and proposals for improvement.
Helps to establish, document and coordinate vendor support interactions, both between vendors and between vendors and GTS (internal) teams.
Provides technical expertise to enable the correct application of operational procedures.
Contributes to the planning and implementation of maintenance and installation work.
Problem Management:
Assists with the coordination and management of problems throughout the information system lifecycle, including classification, prioritization and initiation of action, documentation of root causes and implementation of remedies to prevent future incidents.
Reviews causes of incidents and informs service owners in order to minimize probability of recurrence and contribute to service improvement.
Incident Management:
Provides coordination for the team responding to SEV1/SEV2 incidents, ensures the critical incident process and procedures are followed, drives the urgency of recovery actions, initiates escalations, and manages outage notifications.
Ensures that resolved incidents are properly documented and closed. Performs analysis of incident metrics and reports on performance of incident management process.
Metrics:
Contributes to the design of service measurement metrics.
Assists with the preparation and analysis of reports and dashboards.
Skill Required:
Knowledge of ITIL Processes; ITIL Foundation (minimum) and intermediate/practitioner level (ideal)
Experience developing well structured, and logical operating procedure documentation.
Good communication skills.
Certificates / Training:
Preferred: ITIL Foundational+
Essential Soft Skills:
Good communication.
Teamwork skills.
Education:
Bachelor's in technology or related field required. An equivalent combination of experience may be considered in lieu of education.
Knowledge of IT systems, networking, and IT operations.
Recuerda que ningún reclutador puede pedirte dinero a cambio de una entrevista o un puesto. Asimismo, evita realizar pagos o compartir información financiera con las empresas.