Technology Specialist ServiceNow

Digital & Technology Team (D&T) is an integral division of HEINEKEN Global Shared Services Center. We are committed to making Heineken the most connected brewery. That includes digitalizing and integrating our processes, ensuring best-in-class technology, and embedding a data-driven culture. By joining us you will work in one of the most dynamic and innovative teams and have a direct impact on building the future of Heineken!

Would you like to meet the Team, see our office and much more? Visit our website: Heineken (heineken-dt.pl)

The Technology specialist is part of Product team – Global Service Desk and Orchestration Platform and is one of the professionals who does the work of delivering a potentially releasable increment of the product at the end of each sprint. Product Teams are structured and empowered by the organization to organize and manage their own work. The resulting synergy optimizes the Product Team’s overall efficiency and effectiveness.

As the Technology Specialist you are part of the team responsible for the delivery and further development of the Orchestration Platform (ServiceNow) and the global (outsourced) Service Desk, Service Management services (e.g. process management, command centre). The Orchestration platform is responsible for building integrated services and digitalising workflows across teams.  You act as an entrepreneur in the area understanding the stakeholder needs and realising them by co-shaping the strategy, design solutions and liaising between third party service providers and the Heineken offices across the globe. You furthermore ensure the services are being provided according to the SLA and manage the expectations of business partners. Having the overview over the services provided to 80 different OpCos you identify opportunities for improving the services and initiate initiatives to improve the effectiveness of the services and efficiency of the external service providers. The Technology Specialist owns specifics topics within the product teams and shapes them within the organisation, follows and adapts to market trends and brings along the stakeholders to reach success.

Your responsibilities would include:

• looking at the strategy of your own product’s features with business stakeholders and further elicit requirements, proposed improvements, design solutions and deliver deployments. For specific features the technology specialist is driving the strategy and actions and is seen as the authority within Heineken.
• building relationships and a key-user network with different Operating Companies and Global Heineken Functions to elicit feedback and derive actionable improvements, proactively communicate, educate, increase understanding and alignment of the product and its processes.
• ensuring support, maintenance, continuous improvement through Partners and/or Service management by challenging the supplier, put them in their role and leveraging and respecting their expertise.
• working with, supports and challenges the Product Owner to understand, facilitate the gathering, definition and prioritization of requirements working towards delivering the strategic goal of the product.
• contributing collectively to the Product team in delivering user stories and contributing to the product increment and provide advice and coaches the (offshore) teams.
• continuously staying up-to-date with the trends and technologies in the market on which new initiatives can be started or current initiatives can be shaped.
• creating and maintaining a detailed view of existing architecture
• aligning tooling capabilities to business strategy, roadmap and other platform capabilities such as the CMDB
• leading the development Team in implementation of technical good practices, policies and procedures
• architectural controling and analysing of impacts for new requirements
• staying current on ServiceNow products and applicable integrated technologies
• once area is more steady, some of the capacity can be used to also take over architectural responsibilities for CMDB as this is a closely linked subject.

You are a good candidate if you have:

• 5-7 years of Experience in the Service Management area and with the related tools
• experience leading the implementation of technical solutions and driving the associated (complex) organisational change
• agile mind-set and working experience in Agile delivery, Scrum experience is plus. You show end-to-end ownership of work that you do
• a pragmatic can-do mentality; with a good balance between having an eye for detail and making things work
• eager to learn and master new skills and knowledge
• experience as technical consultant that is responsible for the design of the product.
• a strong technical background with experience in one or more IT areas.
• deep Technical knowledge of ServiceNow (ITSM, ITOM, CMDB, CSDM, Virtual agent, data management, etc.) – ServiceNow certified
• deep knowledge of Service Management processes (ITIL, CMDB, CSDM) - certified
• good general understanding of IT infrastructure (Cloud and hosting, network, end user services)
• background and experience with designing technology with a focus on user experience mostly in the area of ServiceNow 
• strong cultural awareness and experience working with multinational and multicultural teams of 3 years
• 3 year of experience improving the services provided by managing the stakeholders
• proven experience as a testimony to your ability to solve problems with resourceful solution.