Computing Engineer (IT-CF-SM)

Leader of the Service Management section in the Computing Facilities group.

Main tasks:

• Act as a central point of coordination of Service Management activities in the IT department.
• Take operational responsibility for the CERN Service Management tool (currently ServiceNow). This involves close attention to performance, integrations with other CERN systems, capacity handling, etc.
• Take the leading role for coordinating the collaboration with the SMB department concerning the development and evolution of the SM tool. Many important aspects like maintainability, security, data privacy, performance, etc. have to be taken into account.
• Supervision of a section of 5 people, which in addition to the Service Management role is also responsible for the coordination and technical management of two important IT contracts:
  • IT 2nd line support 
  • IT Operators

The following experience and competences should be provided:

• Good communication skills and the ability to negotiate in difficult circumstances
• Supervisory experience
• Good knowledge of service management and ITIL principles
• Good knowledge of Service Now
• Good leadership and decision making ability