ITSM Process Engineer

Publiée le 31/07/2020 par Cherry Pick

Lieu : Paris
Durée : 6 mois
Tarif : 650 €
Télétravail : Non
Début : 31/08/2020
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Description de la mission :

CherryPick recherche pour l’un de ses clients un ITSM Process Engineer

Today the main major programs have delivered their applications into production. The objective now is to move from the transformation stage to industrialization by designing, implementing and deploying the Cloud DevOps operational processes (IT service management processes).

You will join a central team in charge of the operational & technical governance of the cloud environment. You will be responsible for designing, implementing and ensuring the adoption the IT Services management processes for running cloud applications in client public cloud environment, on AWS. This mission is part of the program named the Cloud Application Reliability System, aka CARS program.
As the ITSM process engineer, you will be reporting to the CARS program manager. Together they are responsible for the deployment and smooth adoption of the ITSM processes by the agile-DevOps team across the tribes.
The mission will start by collecting and analyzing all the requirements and ideas coming from the IT stakeholders and tribes.

The ITSM process engineer is in charge of the:
- Process design and adoption
- Implementation of the process in the ITSM tooling
- Continuous improvement of the process
- Project management

Client financial activities are subject to very stringent compliance rules imposed by the regulatory authorities. The design of the processes must take into account this context.

Mission :

Process design and adoption
- Building and maintaining the vision, approach & road map of the IT process & value stream for the cloud DevOps
- Designing a target organization and governance responsible for the cloud DevOps processes
- Collecting, specify, refine and challenge the process design requirements
- Selecting an ITSM framework and adapting to the Cloud DevOps context (ITIL v4?)
- Bridge between the cloud DevOps context with the on premise ITSM processes (ITIL v3)
- Present, train, Manage the adoption of the processes across the cloud DevOps tribes

Implementation of the process in the ITSM tooling
- Tool selection
- design and implement the process in the tools

Continuous improvement of the process
- Apply the lean principles
- Automate the processes

Project management
- Reporting to the Steering Committee
- Project & Budget follow-up
- Ensure the developments are compliant with the process design


- 8+ years of experience in team and project management
- 5+ years of experience in IT Operations/DevOps management
- Ability to articulate the hybrid cloud devops process & infrastructure vision
- Proven track of records in the implementation & deployment of ITIL process
- Experience + certifications in the ITIL & Agile (Kanban, Scrum, devops) & Lean methodologies
- Must-Have : know how to define ITSM process for Spotify model like teams
- Experience in ITSM tool selection
- Experience in Public Cloud Infrastructure (AWS certification appreciated)
- English fluent (organization of international meetings)
- Ability to negotiate and reach consensus across teams
- Value oriented
- Team builder
- Appreciated plus: confirmed user of tools such as ServiceNow, Jira, Confluence.

Postuler à cette mission :
Si vous cherchez un CDI ou CDD, le jobboard Carriere-info est plus adapté.