DESCRIPTION OF THE TASKS:

•          Define the project scope, objectives, deliverables, and success criteria for the migration.

•          Follow up on the assessment phase of the existing ITSM tool.

•          Identify gaps, risks, and opportunities for improvement.

•          Analyse the current statistics, volumetrics and KPIs.

•          Review current documentation and workflows; create process flow diagrams.

•          Determine desired objectives and outcomes for analysed processes.

•          Map them with relevant ServiceNow modules/features.

•          Identify gaps, bottlenecks, inefficiencies, and discrepancies in performance/functionality.

•          Prioritize gaps and develop action plans.

•          Optimize the process; provide suggestions for service or methodology improvements; 

•          Design a migration strategy aligned with organizational vision and goals.

•          Manage project schedule, resources, and quality.

•          Coordinate and oversee migration activities (data extraction, transformation, loading, configuration, testing, validation, and deployment).

•          Develop with power users test cases and oversee their execution.

•          Manage acceptance phase until successful completion.

•          Liaise with the OPS contractor and DIGIT acting as the SPOC between them for the migration;

•          Understand the daily operations of the Client IT systems focussing on change management, incident management, problem and crisis management ensuring maximum uptime;

•          Produce and/or review documents; follow-up document revision

•          Participate in meetings with the Client contractors, Member States and/or other partners;

•          Supervise contractors and other Commission services for release, change management and incident related tasks/activities.

LEVEL OF EDUCATION:

Bachelor or Master Degree

Following skills and knowledge are required for the performance of the above listed tasks:  

•          Very good and proven knowledge of the current and future Service desk automation solutions: Very good understanding of HP Service Manager and ServiceNow is a must.

•          Very good and proven knowledge of IT service management practices and lifecycle operations in large-scale trans-national information systems.

•          Very good and proven knowledge of systems monitoring, service desk coordination, and incident/problem/change management processes.

•          Experience with mitigation strategies.

•          Possess a comprehensive understanding of the EC corporate IT strategy and demonstrate proven experience in executing transformation and centralisation projects, datacentre consolidation initiatives, and cloud migration projects.

•          Excellent understanding of business continuity, disaster recovery, and operational resilience principles.

•          Analysis and problem-solving skills.

•          Ability to think critically and make swift, informed decisions during high-pressure situations.

•          Ability to prioritise requests from stakeholders and manage their expectations.

•          Very good communication skills with technical and non-technical audiences.

•          Capability to write clear and structured technical documents

•          Ability to participate in technical meetings and good communication skills

•          Excellent reporting and presentation skills in English (C1); knowledge of French (B2) is an asset.

•          Ability to work independently and collaboratively in a multicultural environment.

•          Rapid self-starting capability and flexibility in adapting to evolving tasks and priorities.

Following specific expertise is mandatory for the performance of tasks:

•          Excellent technical expertise and practical experience of a duration of at least 15 years as a service/project manager in the area of IT, matured in complex and structured organisation with outsourced services, 

•          Experience in large-scale service support and delivery environments is a must.

•          Knowledge of following technologies and methodologies are a must: ITSM, ServiceNow, CMDB platforms, ITIL, JIRA, SLAs, KPIs, MS Office, Root Cause Analysis, Incident Management, Problem Management, Continuous Improvement, Business Continuity, Trend Analysis, OLA.

•          4+ years of experience with recognised Project Management frameworks (e.g., Prince2, PMI, PM2) is a must. 

•          Ability to plan, coordinate, and execute complex migration projects including conformance testing with multiple stakeholders and dependencies.

•          Experience working in multi-stakeholder environments, coordinating with vendors, contractors, Member States, and internal teams is an asset.

•          Experience working with business continuity procedures, disaster recovery plans, and performance monitoring tools is a must.

•          Familiarity with service documentation and reporting techniques is a must.

•          Experience in reporting preparation, monitoring dashboards, and contribution to operational meetings.

•          Can conduct service reviews and recognise improvement opportunities.

•          Can demonstrate good practise of Performance Monitoring Service for defined Service Level Agreements (SLAs) and Key performance indicators (KPIs).

•          Drafting skills are required for meeting presentations, meeting minutes and agreements.

•          Good overall knowledge of following IT areas: hardware, networking, software development, integration and performance testing, deployment.

•          Experience in contractual outsourcing of service management is an asset.

The following certifications will be considered as an asset:

Possession of: 

•          a recognised certificate in ITIL/Service Management 

•          PrinceII foundations certification 

•          ServiceNow Professional Technical Project Manager badge

•          ServiceNow Associate System Administrator badge

•          ServiceNow Platform Implementation badge

•          ServiceNow ITSM Implementation badge

•          ServiceNow Process Optimization Essentials badge

•          ServiceNow Virtual Agent Fundamentals badge 

Level : 10

Delivery mode : Near Site (Brussels)