6 jobs found

Eviden is an Atos Group business with an annual revenue of circa € 5 billion and a global leader in data-driven, trusted and sustainable digital transformation. As a next generation digital business with worldwide leading positions in digital, cloud, data, advanced computing and security, it brings deep expertise for all industries in more than 47 countries. By uniting unique high-end technologies across the full digital continuum with 55,000 world-class talents, Eviden expands the possibilities of data and technology, now and for generations to come. About the practice: We are an Elite ServiceNow partner, with a leading reputation for customer satisfaction, operating with a global footprint, delivering services to leading brands across all Industries. With over 16 years of ServiceNow partner experience, providing a Centre of Excellence for ServiceNow within Eviden through over 500 experts and 1300 certifications, this is a fantastic opportunity to join a dynamic, fast paced, and growing area. About the role: The primary role of the ServiceNow Senior Technical Consultant is to work closely with customers to understand and translate their business and technical requirements, propose solutions to business problems and then lead the technical delivery of the chosen design. If you have a background in Enterprise Service Management or SaaS technical delivery in one or more of the following two main areas, we want to hear from you: ServiceNow or other ITSM Toolsets (HP Service Manager, BMC/Remedy, Cherwell) The candidates should be eligible to obtain a security clearance to the BPSS level and to be eligible for SC. Responsibilities: Preparing and running functional design workshops, creating design specifications based on out-of-the-box functionality and customer requirements. Customer engagement to address the technical solution, including challenging and validating customer requirements. Providing creative solutions to resolve business problems, technology issues, process and people challenges. Working with the Pre-Sales and Delivery teams to support, validate and help deliver client presentations, workshops, proof or concept designs and responses to technical and business enquiries. Hands-on technical delivery of the ServiceNow solutions, from design and development through to testing and implementation. Support the development and growth of the services delivered by Eviden ServiceNow practice. Excellent verbal and written communication skills required. Mentoring and coaching others, as well as sharing best practices and knowledge. Qualifications, skills and experience: Proven experience of software implementation experience in either a development or consulting role. Proven leadership skills in managing small teams and projects. Ability to produce documentation at various levels including technical and customer facing. Knowledge of IT and Enterprise Service Management or any large enterprise SaaS solution. Expertise and experience with ServiceNow or an equivalent ITSM toolset are essential. ServiceNow experience in the areas of ITSM, ITBM, ITOM, CSM or HR products are highly desirable. ServiceNow Certifications in all areas are highly desirable. Experience in multiple application architectures and supporting technologies. Web service proficiency (REST, SOAP) as well as XML and JSON knowledge. Knowledge of relational databases (MySQL, MSSQL, Oracle) beneficial. Must be prepared to travel. As a Disability Confident employer, we aim to ensure that people with disabilities who meet the minimum criteria for this position will be offered an interview. We are committed to making reasonable adjustments and changes as needed to the application and assessment process to remove or reduce any disadvantage associated with a person's disability.

Eviden is an Atos Group business with an annual revenue of circa € 5 billion and a global leader in data-driven, trusted and sustainable digital transformation. As a next generation digital business with worldwide leading positions in digital, cloud, data, advanced computing and security, it brings deep expertise for all industries in more than 47 countries. By uniting unique high-end technologies across the full digital continuum with 55,000 world-class talents, Eviden expands the possibilities of data and technology, now and for generations to come. About the practice: We are an Elite ServiceNow partner, with a leading reputation for customer satisfaction, operating with a global footprint, delivering services to leading brands across all Industries. With over 16 years of ServiceNow partner experience, providing a Centre of Excellence for ServiceNow within Eviden through over 500 experts and 1300 certifications, this is a fantastic opportunity to join a dynamic, fast paced, and growing area. About the role: The primary role of the ServiceNow Senior Technical Consultant is to work closely with customers to understand and translate their business and technical requirements, propose solutions to business problems and then lead the technical delivery of the chosen design. If you have a background in Enterprise Service Management or SaaS technical delivery in one or more of the following two main areas, we want to hear from you: ServiceNow or other ITSM Toolsets (HP Service Manager, BMC/Remedy, Cherwell) The candidates should be eligible to obtain a security clearance to the BPSS level and to be eligible for SC. Responsibilities: Preparing and running functional design workshops, creating design specifications based on out-of-the-box functionality and customer requirements. Customer engagement to address the technical solution, including challenging and validating customer requirements. Providing creative solutions to resolve business problems, technology issues, process and people challenges. Working with the Pre-Sales and Delivery teams to support, validate and help deliver client presentations, workshops, proof of concept designs and responses to technical and business enquiries. Hands-on technical delivery of the ServiceNow solutions, from design and development through to testing and implementation. Support the development and growth of the services delivered by Eviden ServiceNow practice. Excellent verbal and written communication skills required. Mentoring and coaching others, as well as sharing best practices and knowledge. Qualifications, skills and experience: Proven experience of software implementation experience in either a development or consulting role. Proven leadership skills in managing small teams and projects. Ability to produce documentation at various levels including technical and customer facing. Knowledge of IT and Enterprise Service Management or any large enterprise SaaS solution. Expertise and experience with ServiceNow or an equivalent ITSM toolset are essential. ServiceNow experience in the areas of ITSM, ITBM, ITOM, CSM or HR products are highly desirable. ServiceNow Certifications in all areas are highly desirable. Experience in multiple application architectures and supporting technologies. Web service proficiency (REST, SOAP) as well as XML and JSON knowledge. Knowledge of relational databases (MySQL, MSSQL, Oracle) beneficial. Must be prepared to travel. As a Disability Confident employer, we aim to ensure that people with disabilities who meet the minimum criteria for this position will be offered an interview. We are committed to making reasonable adjustments and changes as needed to the application and assessment process to remove or reduce any disadvantage associated with a person's disability.

Associate Vice President, Service Desk Manager Apply locations London, UK time type Full time posted on Posted 8 Days Ago job requisition id R5879 Over the last 20 years, Ares' success has been driven by our people and our culture. Today, our team is guided by our core values - Collaborative, Responsible, Entrepreneurial, Self-Aware, Trustworthy - and our purpose to be a catalyst for shared prosperity and a better future. Through our recruitment, career development and employee-focused programming, we are committed to fostering a welcoming and inclusive work environment where high-performance talent of diverse backgrounds, experiences, and perspectives can build careers within this exciting and growing industry. Job Description Summary: Ares Management is currently seeking a Service Desk Manager to join the End User Support team within the Technology & Information Security organization. The IT team consists of over 200 team members globally and is responsible for the firm's technology landscape. The Service Desk team within IT supports all Ares employees, including those in other locations, remotely as needed. The group is responsible for providing excellent client service while serving as points of contact for end users in troubleshooting requests, promptly responding to questions, and resolving Technology-related issues. They are also responsible for aligning themselves with the relevant business units and departments and proactively strategizing business needs as it pertains to Technology requirements. Service Desk management is responsible for overseeing the Service Desk support team in their respective locations (London and all other locations within EMEA) by supporting them in their daily tasks of responding to and resolving incidents and/or request tickets. The primary focus of this role is to monitor productivity, manage projects, delegate tasks, provide guidance, handle escalations and create a work environment that is professional, collaborative and enjoyable so service level goals can be achieved. Though the primary responsibility is management, there will be occasions where some hands-on technical work is required. Primary Functions & Essential Responsibilities: Day to day management of Service Desk Analysts, Senior Analysts, consultants Oversee the daily operation of Service Desk functions that include first level phone, email and walk-in support, logging of incidents and requests in the service management system, etc. Ensure the highest level of service delivery for all clients within the firm Accountable for providing leadership, direction, career path opportunities, mentorship and coaching to Service Desk team Ensure that individual and team responsibilities are performed in a timely, consistent, and responsive manner Verify the quality, accuracy and timeliness of responses and actions taken by the Service Desk team Engage business stakeholders to ensure service levels exceed expectations Partner with colleagues to develop metrics / OLA's / KPI's to drive operational efficiencies Prioritize workloads and balance conflicting demands, provide delegation on tasks and manage escalations as appropriate Provide guidance and advice on specific tasks and requests Manage weekly staff meetings Provide ongoing performance feedback to team members and monitor trends in individual and team performance Identify training requirements for team and train all team members as part of the onboarding process, and all existing team members on new processes or requirements Identify issues and make recommendations that will improve processes and procedures Assist in strategic initiatives through brainstorming and implementation, etc. Manage vendor accounts and relationships Manage special projects as assigned Partner with management to help refine the overall service strategy for the firm Own the front-line support experience for the EMEA Region Education: BS/BA in Computer Science, Business Administration or equivalent experience Certifications Desired may include: HDI Certifications ITIL/ITSM Foundation Certification Six Sigma Green belt (min) Certifications Microsoft Certifications CompTia Certifications (A+/Sec+/Net+) Experience Required: Experience in the financial services sector and/or alternate asset management experience preferred A minimum of 8 years of relevant experience with at least 3 years in a leadership role Proven people leader - hiring, developing, and fostering talent; building high-performing teams; driving change across scaled and global teams Experience leading staff in a Service Desk operation Experience with ITIL based ticket tracking systems such as ServiceNow and automatic call distribution systems Demonstrates commitment to providing Quality Customer Experience (QCE) Talent for creatively utilizing technology, people and processes to solve unique business problems in a cost-effective manner. Exceptional critical thinker and strong business judgment Ability to design and document processes Intermediate Excel skills; familiarity with formulas and pivot tables Track record of strong performance General Requirements: Ability to manage challenging workflow in a fast-paced, dynamic organization, managing multiple assignments in a deadline driven environment Experience managing internal and external stakeholders and leading project prioritization discussions to drive roadmap Strong management skills, including proven experience of managing and/or collaborating with teams in remote locations to ensure efficiency, effectiveness, and high level of supervisory oversight Ability to extract meaningful information from extensive research and analysis to effectively present facts and findings in a digestible format, a keen eye for attention to detail Strong sense of ownership and accountability Organizational skills, demonstrated ability to manage competing priorities and lead large scale projects to completion Ability to multi-task and prioritize deadlines; result oriented Change agent / leader, self-motivated, self-starter High accuracy and detail orientation Excellent communication (written, verbal, presentation, documentation) and client service skills; capability of interacting with key stakeholders to direct prioritization of program related activity Experience and ability to proactively and continuously identify and analyze problem situations to develop an effective and improve course of action for resolution Ability to work independently within a fast-paced environment with a hands-on approach Ability to be flexible in terms of hours in order to coordinate with team members across time zones Comfort in dealing with ambiguity and uncertainty in a dynamic environment Dependable, great attitude, highly motivated and a team player Reporting Relationships: Vice President, Service Desk There is no set deadline to apply for this job opportunity. Applications will be accepted on an ongoing basis until the search is no longer active.