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Tech Lead Knowledge Management for ITSM

Tech Lead Knowledge Management for ITSM

Esplugues Llobregat, B, ES, 08950

Esplugues Llobregat, B, ES, 08950

Tech Lead Knowledge Management for ITSM

We are a team of IT professionals from many countries and diverse backgrounds, each with unique missions and challenges in the biggest health, nutrition and wellness company of the world. We innovate every day through forward-looking technologies to create opportunities for Nestlé’s digital challenges with our consumers, customers and at the workplace. We collaborate with our business partners around the world to deliver standardized, integrated technology products and services to create tangible business value. 

Position Snapshot
  • Location: Nestlé Global Tech Hub in Barcelona, Spain 

  • Part of IS/IT Workforce 360 Customer Care Product Group  

  • Permanent contract  

  • Full-time work 

  • Bachelor’s degree or higher, preferably computer science, engineering, business administration or related area 

  • Demonstrated experience in a product-based IS/IT organization  

  • ITIL Practitioner with knowledge and experience any other Service Management framework 

  • 2+ years of experience in IS/IT Service Management, closest to the Business. 

Position Summary

Under the supervision and guidance of your Senior Product Manager based in Barcelona, the Knowledge Management Tech Lead for ITSM will be responsible to define, implement, maintain and improve the E2E Knowledge Management process and tool for IT globally. In this he works close with the ITSM Global Architect to address the improvements in an agile way. 

As receiver-obsessed you have the responsibility to work based on the best way of winning to manage Knowledge management process according to the right purposes. You are accountable that the Knowledge MGMT process / framework is adhered within the IT organization by leveraging the Regional and Local network / community. 

You deliver process controls.  Monitor content life cycle. You manage your stakeholders as well as the team(s) developing new capabilities related to Knowledge management. 

A day in the life of... a Knowledge Management Technical Lead for ITSM
  • Deploys the process and related methods and techniques 

  • Evaluates performance metrics against the defined critical success factors, institutes actions to correct shortcomings or further streamline the process, and prioritizes expansion activities 

  • Owning the ITSM Knowledge Management process definition and determines the Service Lifecycle information requirements 

  • Reviews and audits the process and its techniques and methods to ensure they are continuously improved 

  • Interfaces with other processes and/or business functions to ensure processes are put in place to capture data, information and knowledge and leverage benefits provided by the Knowledge Management process 

  • Accountable for Knowledge Contents and the quantity and quality of knowledge and the effectiveness of its use 

  • Directs and schedules the training of staff and Knowledge Management Champions 

  • Evaluates performance metrics against the defined critical success factors and institutes actions to correct shortcomings. 

What will make you successful?
  • 2+ years of experience in IS/IT Service Management (experience with ServiceNow would be an asset). 

  • Organization: Above-average organization and prioritization skills, with the ability to juggle multiple responsibilities at the same time.  

  • Proven track record of taking ownership and successfully delivering results in a fast-paced, dynamic environment 

  • Strong understanding of Service management process,  

  • Excellent English communication skills applied with different stakeholders, nationalities and mediums (face-to-face and remote)  

  • Inspires teams and customer visions 

  • Able to create & maintain strong relationships with partners 

  • Experience having worked in a global environment and with virtual teams 

  • Can do attitude. 

Workforce 360 is Nestlé’s exciting and diverse new product-based IT team, created to bring together all products our global workforce needs for successful collaboration, engaging communication, and efficient work.  We provide IT services to the entire Nestlé Group, the world’s largest food and beverage company with 89.8 billion Swiss Francs in sales in 2017 and 323,000 employees. We continuously improve our products for the workforce, operating in 189 countries by embracing Agile ways of working and evolving to quickly address new requirements.  We design and support our solutions end-to-end.  This means we not only deliver great IT solutions with the best user experience​, we also quickly resolve issues as they arise.  Learn more about the Nestlé Group and reasons to join us on www.nestle.com

Tech Lead Knowledge Management for ITSM

We are a team of IT professionals from many countries and diverse backgrounds, each with unique missions and challenges in the biggest health, nutrition and wellness company of the world. We innovate every day through forward-looking technologies to create opportunities for Nestlé’s digital challenges with our consumers, customers and at the workplace. We collaborate with our business partners around the world to deliver standardized, integrated technology products and services to create tangible business value. 

Position Snapshot
  • Location: Nestlé Global Tech Hub in Barcelona, Spain 

  • Part of IS/IT Workforce 360 Customer Care Product Group  

  • Permanent contract  

  • Full-time work 

  • Bachelor’s degree or higher, preferably computer science, engineering, business administration or related area 

  • Demonstrated experience in a product-based IS/IT organization  

  • ITIL Practitioner with knowledge and experience any other Service Management framework 

  • 2+ years of experience in IS/IT Service Management, closest to the Business. 

Position Summary

Under the supervision and guidance of your Senior Product Manager based in Barcelona, the Knowledge Management Tech Lead for ITSM will be responsible to define, implement, maintain and improve the E2E Knowledge Management process and tool for IT globally. In this he works close with the ITSM Global Architect to address the improvements in an agile way. 

As receiver-obsessed you have the responsibility to work based on the best way of winning to manage Knowledge management process according to the right purposes. You are accountable that the Knowledge MGMT process / framework is adhered within the IT organization by leveraging the Regional and Local network / community. 

You deliver process controls.  Monitor content life cycle. You manage your stakeholders as well as the team(s) developing new capabilities related to Knowledge management. 

A day in the life of... a Knowledge Management Technical Lead for ITSM
  • Deploys the process and related methods and techniques 

  • Evaluates performance metrics against the defined critical success factors, institutes actions to correct shortcomings or further streamline the process, and prioritizes expansion activities 

  • Owning the ITSM Knowledge Management process definition and determines the Service Lifecycle information requirements 

  • Reviews and audits the process and its techniques and methods to ensure they are continuously improved 

  • Interfaces with other processes and/or business functions to ensure processes are put in place to capture data, information and knowledge and leverage benefits provided by the Knowledge Management process 

  • Accountable for Knowledge Contents and the quantity and quality of knowledge and the effectiveness of its use 

  • Directs and schedules the training of staff and Knowledge Management Champions 

  • Evaluates performance metrics against the defined critical success factors and institutes actions to correct shortcomings. 

What will make you successful?
  • 2+ years of experience in IS/IT Service Management (experience with ServiceNow would be an asset). 

  • Organization: Above-average organization and prioritization skills, with the ability to juggle multiple responsibilities at the same time.  

  • Proven track record of taking ownership and successfully delivering results in a fast-paced, dynamic environment 

  • Strong understanding of Service management process,  

  • Excellent English communication skills applied with different stakeholders, nationalities and mediums (face-to-face and remote)  

  • Inspires teams and customer visions 

  • Able to create & maintain strong relationships with partners 

  • Experience having worked in a global environment and with virtual teams 

  • Can do attitude. 

Workforce 360 is Nestlé’s exciting and diverse new product-based IT team, created to bring together all products our global workforce needs for successful collaboration, engaging communication, and efficient work.  We provide IT services to the entire Nestlé Group, the world’s largest food and beverage company with 89.8 billion Swiss Francs in sales in 2017 and 323,000 employees. We continuously improve our products for the workforce, operating in 189 countries by embracing Agile ways of working and evolving to quickly address new requirements.  We design and support our solutions end-to-end.  This means we not only deliver great IT solutions with the best user experience​, we also quickly resolve issues as they arise.  Learn more about the Nestlé Group and reasons to join us on www.nestle.com

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