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IT Specialist - ITIL

Date: Dec 30, 2021

Location: Mogi das Cruzes, São Paulo, BR

Company: AGCO

Job Summary

As a member of the Global Production Team (GPC), You will be responsible for the IT Change Processes/framework for AGCO - to control changes in a standardized manner in relation to policies, procedures and plans while ensuring minimal impact upon business.

You will be expected to host Change Advisory Board (CAB) meetings in English weekly and proving training sessions remotely to audiences of mixed technical abilities. Oversee process implementation for compliance and Internal Audit process, as well ITSM (ITIL) best practices and to develop and issue reports. Provide Change Management guidance and consulting for teams and daily operation to increase skills and to develop and advance the knowledge about these processes.

Must understand the ITIL Service Strategy - Specifically: "Service Operation" and "Service Transition" with a focus on "Change" and "Incident" management.

 

Job Responsibilities

Good understanding of process management and practices (ITIL) - experience in a service management. Validate all change tickets Request For Change (RFC) - support, engage, and consult.

Host weekly Change Advisory Board (CAB) meetings - Globally in English (Excellent English verbal and written skills) Making sure that tickets adhere to statutory audit requirements (Compliance).

Ability to remain calm when faced with unexpected and unplanned requests/demands.

Develop and deliver training sessions (Video Conferencing / MS Teams) for Change Management - Process and "how to".

Experience in working effectively with peers, technology teams, managers, and the business. Analytical and attention to detail - Good reporting skills.

Take ownership of issues and work with teams to remediate.

Ensure that all changes accurately represent the true risk of a change and that adequate mitigation has been planned and documented. Must have a can do attitude.

Report on all Changes (Failed/Successful and changes)
Ensure Approval groups are maintaining their audit/compliance responsibilities.

Provide help for Change approvers, liaising between approvers and initiators. To always be seen to be a facilitator to Change in and not a blocker. To be a champion of the Change Process.

 Validate change tickets (RFC) - support, engage, and consult.

  • Making sure that tickets adhere to audit requirements (Compliance for SOX and Audit).
  • Host Change Advisory Board (CAB) meetings - Globally in English. 
  • Experience in working effectively with peers, technology teams, managers and the business.
  • Excellent English verbal and written skills.
  • Develop and deliver training sessions.
  • Analytical and attention to detail - Good reporting skills.
  • Good understanding of process management and practices (ITIL) - experience in a service management.
  • Ensure that all changes accurately represent the true risk of a change and that adequate mitigation has been planned and documented.
  • Review the change calendars to identify clashes with other changes and/or events.
  • Report on all Changes (Failed/ Successful and changes) 
  • Ensure Approval groups are maintaining their audit / compliance responsibilities.
  • Ability to remain calm when faced with unexpected and unplanned requests\demands.
  • To always be seen to be a facilitator to Change in and not a blocker. To be a champion of the Change Process

 

          

Job Requirements

  • Bachelor Degree in IT or similar field
  • ITIL Certification would be advantageous as would experience of using ServiceNow.
  • Knowledge of AGILE terminology and CMDB/Cis, ServiceNow CSDM.
  • Strong communication skills in verbal and written in English.
  • Attention to details.
  • Knowledge/Understanding of Project Management methodology.
  • Knowledge/Understanding of AGILE terminology and processes
  • Working with an ITSM application such as ServiceNow is a distinct advantage.
  • SAP knowledge would be advantageous  


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