Change Manager Service Desk - ServiceNow / ITIL

Project overview

Context

Within the Information Systems Department of a large international industrial group, you will join the Service Desk team as a Change Manager. You will report to the Service Desk Manager and will be the point of contact between the Service Desk and business stakeholders.

Missions

Tools & Environment

Working Conditions

• Management and quality assurance of the change management process related to support releases.
• Management and quality assurance of the knowledge management process.
• Keeping support repositories up to date.
• Proper functioning and evolution (AMOA) of the ServiceNow ITSM tool.
• Analysis, control, and traceability of changes to limit impacts and risks on support and service.
• Responding to the change needs of internal and business clients.
• Preparation and organization of support for the adoption of new services and scopes.
• Ensuring the continuous updating of support knowledge and the upgrading of support tools.
• Organization: hierarchical reporting to the Service Desk Manager; interface role between the Service Desk and a network of business stakeholders to be identified.
• Daily contacts: IT support and service teams of the organization; the Change Manager and the Service Level Manager; the IT service provider; competence centers; IT correspondents; project managers.
• Tools and repositories: ITSM ServiceNow (functional administration and evolutions); ITIL reference framework; Microsoft 365 office and collaboration tools; agile project management.
• Mission location: Paris (La Défense)
• Start date: ASAP
• Remote work: 2 days per week
• Required seniority: 7 years of minimum experience

Project details

• Start: flexible
• Remote: hybrid
• Location: Paris, France, FR
• Languages: French