Nestlé is hiring an IT Tech Specialist to join our IT Service Desk Product team. This role focuses on enhancing IT Service Management (ITSM) processes and Global ServiceDesk Operations through advanced data analytics, reporting, and strategic insights. You will be a key player in driving performance improvements based in Bangalore, reporting to a Senior Product Manager located in Barcelona.
What You'll Do
- Conduct in-depth trend and deviation analysis to identify opportunities for automation and shift-left strategies.
- Develop and maintain advanced dashboards and performance reports focusing on key metrics like Speed of Answer, TTR, FCR, FDR, Backlog Management, Knowledge Base utilization, and CSAT.
- Collaborate with stakeholders to deliver strategic insights that inform decision-making and improve service performance.
- Automate data processes and support sprint-based improvement initiatives using project management methodologies to optimize ITSM operations.
- Act as an Advisor / Coach to drive analytic capabilities in regional and product teams.
- Ensure achievement of SLA's, XLA’s and KPI's, while ensuring cost control and effective use of resources and partners.
- Engage in projects to assist implementation of new ways of working practices and procedures.
What We're Looking For
- A Bachelor’s degree or higher, preferably in computer science, engineering, business administration, data science, data analytics, IT management, or a related field.
- 5+ years of experience in IS/IT Service Management, Customer/Employee Experience, or a closely business-facing role.
- 3+ years of hands-on experience in ITSM reporting and analysis within enterprise environments.
- Strong background in IT Service Management (ITSM), Service Desk modern operations, and vendor management.
- Extensive knowledge and experience with the ServiceNow platform.
- Experience in designing, building, and maintaining Power BI dashboards and other Business Intelligence tools.
- ITIL 4 Certified.
- Proficiency in data visualization tools such as Microsoft Power BI and ITSM platforms like ServiceNow.
- Strong understanding of ITIL, IT Service Management concepts and best practices.
- Excellent critical thinking, analytical skills, and stakeholder engagement capabilities.
- Demonstrated experience in stakeholder management, with the ability to present recommendations related to reporting management.
- Demonstrated experience in developing and maintaining Standard reports and dashboards to ensure consistency.
- Above-average organization and prioritization skills, with the ability to juggle multiple responsibilities.
- Proven track record of taking ownership and successfully delivering results in a fast-paced, dynamic and global working environment.
- Excellent English communication skills applied with different stakeholders, nationalities and mediums (face-to-face and remote).
- Experience having worked in a global environment and with virtual teams, being able to work on multiple tasks simultaneously and have strong organizational skills.
- Works effectively both independently as well as in a team environment and must be able to adapt to a rapidly changing business environment.
Nice to Have
- Knowledge of the Swish.AI platform.
- Strong understanding of basic IS/IT information system, information risk and security guidelines, architecture standards and experience in digital technologies such as Analytics.
- Excellent understanding of business complexity, interdependencies and partner management.
- Being highly creative and analytical, from both a technology and analytics design perspective.
Technical Stack
- ServiceNow
- Power BI
- Business Intelligence tools
- Swish.AI
- Tableau or similar platforms
Team & Environment
You will be part of the IS/IT Service Management – Service Desk Product team, reporting to a Senior Product Manager based in Barcelona. Nestlé fosters a collaborative and dynamic environment where you can contribute to transformation through data-driven insights and innovative solutions.
Benefits & Compensation
- A permanent contract with a competitive salary and key benefits package.
Work Mode
This role offers a hybrid work mode, based out of the Bangalore IT Hub.
Nestlé is an equal opportunity employer.
