HP Service Manager

Role: HP Service Centre/manager Developer with change module experience.

Location: Switzerland (West, next to Lausanne).

Start: ASAP

Duration: 1 year

Languages: English, French would be a plus.

Key Skills

- Service Center technical
- Service Manager technical
- Connect IT
- SQL
- Get IT
- Webtier/Webservices
- Architecture
- TEC
- Documentation
- Programming concepts and functions
- Unix
- Oracle

Knowledge

- Minimum of 3years experience in a Service Center or Service Manager developer role preferably within a global organisation
- Recent demonstrable knowledge of development of the Incident and Problem or Change Management modules of Service Center/Service Manager would be beneficial
- Good understanding of ITIL and how it can be adopted in practice
- Fluent in spoken and written English. Spoken French would be an asset
- Recent experience of rolling out Service Management tools and processes in a large organisation would be advantageous

Required Qualifications

- HP Service Center 4.x 5.x 6.x Certification
- HP Service Manager 7.x/9.x Certification
- Connect IT x.x
- ITIL V2/V3 Foundation Certification (or higher)

Main Purpose of Job

- Develop and configure HP's ServiceManager to business defined requirements in support of the Service Management Process Renovation Program
- Perform and execute technical activities under the direction of the Technical Architect
- Provide technical support to the SM Technical Architect
- The provision of 3rd level technical support for Service Center 4.x and Service Manager 9.x

Main Responsibilities

- Development and configuration of business requirements to Nestle quality standards
- Creation of development packages and handover documentation to allow Operations to effectively promote the code to production
- Provide 3rd level support for the following Service Center/Manager technical components; Knowledge Management, Master Data Interface, Automated Request Creation, Get IT, Connect IT, TEC (Omnibus, Omi) and Oracle
- Provide 3rd level technical hyper-care and support for each Service Manager module post go-live
- Manage and resolve or implement Incident/Change/Request/Problem support tickets where code changes are required
- Execute custom and vendor application and software releases and upgrades
- Prepare, administer and maintain sandbox and development environments for Service Center, Service Manager and web tier instances
- Produce documentation for all completed development and ensure all documentation is current and valid