SIAM Incident LeadBarcelona, SpainHybrid

　　The SIAM Incident Lead manages and/or coordinates operational ICT activities (locally - for medium to large sites, or remotely - for small sites), and provides training and guidance towards end-users, for an optimal use of ICT, covering applications, workplace, and infrastructure services.

　　He/she ensures that IT solutions within the scope of the role are compliant to relevant corporate, security and architecture requirements, and that deviations are dealt with promptly and according to the defined processes.

　　At dsm-firmenich, people are at the heart of the company. We are committed to equal employment opportunities, and we value diversity in the workplace.

　　Your key responsibilties

　　Responsibilities within ICT usage for ensuring that end-users are well equipped and instructed in the optimal usage of IT workplace and infrastructure services.

　　In case there is not a Field Support engineer, on site work with local contact person to solve issues.

　　Responsibilities to engage Business Partner and Business Management organization to receive adequate support from Site Management for the appointment and resource availability of local resources or business contact persons.

　　Responsibilities to investigate opportunities to improve the effectiveness and efficiency of the ICT common office environment and/or local business applications for end-users.

　　Vendor management.

　　ICT Service Exceptions

　　ICT Communication

　　ICT Service and Process Management

　　On-site support activities management

　　We bring

　　The opportunity to work for a company where sustainability is much more than a claim and is core to our strategy and purpose;

　　A flexible work environment that empowers people to take accountability for their work and own the outcome;

　　Barrier-free communities within our organization where every employee is equally valued and respected – regardless of their background, beliefs, or identity;

　　A firm belief that working together with our customers is the key to achieving great things;

　　An eagerness to be one team and learn from each other to bring progress to life and create a better future;

　　A space to grow, welcoming change by encouraging and supporting curiosity and an open mindset; bringing new ideas and implement new ways of working.

　　You bring

　　Senior Secondary Vocational Education in IT or equivalent

　　Knowledge of operational ICT procedures and processes regarding the delivery of contracted services is essential.

　　Knowledge of ICT Technical Infrastructure.

　　Knowledge of business needs and practices related to the use of ICT resources and services.

　　Knowledge of the System Management tool Remedy and Service Now for ticket handling and other tools like Portal, Vendor databases, reporting tools.

　　Team player who fosters teamwork in a global, multicultural, and virtual context (cultural sensitivity).

　　+/- 6 years of experience in the domain.

　　Fluent in English.

　　SAP, PO creation and management.

　　Capabilities:

　　Knowledge on CRM tools like Remedy and Service Now. Understanding of reporting enablement and integration of these tools with other tool sets.

　　Ability to work with Partner on Performance improvement: Identify areas of improvement, Monitor, Govern and provide analytics.

　　Able to work with all delivery teams on identifying opportunities for automation and manage end to end delivery of such automations

　　Ability to communicate in a clear and effective way to senior stakeholders and to all levels in the organization. General managers, VIPs

　　Ability to communicate in a clear and effective way to senior stakeholders and to all levels in the organization.

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