HP Service Manager Administrator, Brussels, Belgium

HP SERVICE MANAGER ADMINISTRATOR, Brussels, Belgium
Start date: January 2018
Duration: 1 year + possible extensions
Daily rate: 380 EUROS per day
Languages: English (Mandatory) + French (Desirable)

KNOWLEDGE REQUIREMENTS

-Technical and business knowledge of HPE Service Manager: certifications are considered to be an asset.
-Experience with several large scale IT Service Management implementations.
-Knowledge of ITIL and proven experience with ITIL processes: ITIL certifications are considered to be an asset.
-Capability of integration in an international/multi-cultural environment, rapid self-starting and teamwork experience are mandatory.
-Specific experiences on Connect-IT customisation and Web service implementation are considered to be an asset.
-Experience with several service management tools (eg Service-now) is considered to be an asset.

MISSION

-SMT (the Service Management Tool) Support Service plays the role of Front Office' for the SMT Solution.
-DIGIT is responsible for SMT maintenance and evolution. SMT is a corporate and cooperative application used by the IT support teams in all the Directorates General ( local helpdesks or service desks, 2nd level service support) and in DIGIT (3rd level central support teams) to support all IT users in the EC. SMT is aligned with ITIL)
-That means that the various IT Service Desks transfer incidents and requests related to the SMT Solution to the SMT Support Service, which start the actual investigation/fulfilment actions and coordinate further actions from there on.

THE CANDIDATE WILL NEED TO DEAL WITH THE FOLLOWING MAIN TASKS:

-Troubleshooting of SMT (Incident/Request handling)
-Validate the incident/request classification (categories, CI), and trigger corrections if necessary
-Validate the incident description completeness, and trigger corrections if necessary
-Check validity and completeness of requests, and trigger corrections if necessary
-Initiate the creation of Changes upon receipt of Requests, when applicable
-Analyse and attempt resolution
-Transfer incidents and requests to the party responsible for further analysis and resolution attempt (Functional Escalation), when applicable
-Follow up the resolution of all incidents and requests related to the SMT Solution and trigger Hierarchical Escalations when applicable
-Configuration, Deployment, Administration, System Supervision of SMT (Request fulfilment)*
-Routine system administration, audit and maintenance to assure the maximum of the system availability and stability
-Health check, system performance monitoring and tuning
-Management and maintenance of SMT users, groups, profiles, etc