Are you looking to join a dynamic, innovation-driven, international company, building a better future for us all? UPM leads the forest based bioindustry into a sustainable, innovation-driven, and exciting future. The competence, integrity and drive of our people make us unique. We live by our values – trust and be trusted, achieve together, renew with courage.

We are now looking for a Senior IT Expert for ITSM Process Management to join our team in Tampere, Finland.
 

Greetings from your future manager

“Are you dynamic, enthusiastic and intellectually curious? Are you analytical and have a methodic approach to your work? Are you able to plan on the detailed level but keep your eyes on the big picture? If so, read on to learn more about an exciting opportunity in IT Service Management process team.

Your key role will be monitoring, controlling and optimizing some of ITSM processes, like for example Incident management, Service Level management, Service catalogue and Service Request management, Service Validation and Testing or Demand management”. – Jana Redsven, Team Manager

What you’ll do

• Process Manager is globally accountable for process implementation, monitoring, controlling and continual improvement
• Ensure efficient and effective integration between assigned processes and other related ITSM process areas
• Conduct periodical process maturity assessment and plan development roadmap accordingly
• Proactively identify and lead the execution of continual improvement initiatives related to your assigned process areas
• Perform gap analyses and recommend/trigger implementation of process improvements
• Identify skill gaps and opportunities to strengthen the capabilities of all the stakeholders involved in the process and provide relevant process training as needed
• Service Integration Management (SIAM). Act as a contact person for internal and external parties (suppliers) in process and quality matters
• Ensure proactive process KPIs monitoring, evaluates the effectiveness and efficiency of the process. Based on the results plan corrective actions
• Continuously improve transparency, efficiency and effectiveness of ITSM processes
• Support harmonization of ERP tool

Who you are

• You have 2+ years’ experience in an ITSM role, preferably with direct responsibility for process execution, and continual improvement
• You have ITIL v3 or ITIL 4 Foundation certification (considered as mandatory)
• You have good knowledge of SIAM – Service Integration Management
• You have extensive knowledge of process/quality management and process documentation
• You have knowledge of ITSM process model with deep knowledge of at least 2 ITSM processes
• You have experience in working with ServiceNow
• Proficiency in ITSM reporting and analytics is considered as an asset
• Proof of professional experience in analyzing and evaluating process and quality indicators
• Demonstration of basics of project management and problem-solving skills
• You have deep understanding of SIAM and how it fits in a modern IT environment
• You are positive, energetic and you are able to integrate into a fast-paced team environment. You have desire and ability to quickly learn and apply new concepts
• You have advanced verbal and written communication skills in English
• You demonstrate effective leadership and analytical skills and have excellent attention to detail
• You are customer service oriented

This is what we offer for you

• Meaningful job: We are proud of what we do. Our work highlights the expertise of our personnel, the high quality of our products and the company's values.
• Inspired and motivated teams: We have highly skilled workforce. We are a multifaceted, international organization that works as a team to achieve our shared objectives.
• Development opportunities: With us you can build up your expertise. We provide opportunities to support your development throughout every stage of your career.
• Responsibility for people and environment: Our ethical principles embrace people as well as the environment. We are always striving to build a more sustainable future.

Additional information

For further information please contact Team Manager, Jana Redsven: +358 50 5522322, jana.redsven@upm.com.

Please apply via the link above and attach your CV and cover letter by 22nd of December 2019. We are looking forward to your application.

For support with submitting your application, please contact HR Service Center at contacthr@upm.com or +358 20 414 6600.

A security background check may be performed for those selected to UPM positions, in accordance with the company recruitment guidelines and the Security Clearance Act 726/2014.

UPM is a non-smoking workplace in Finland.

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