Location- Hyderabad

Job model – Hybrid

Key Areas of accountability/responsibility

• Manage enterprise service management (ESM) processes for a specific service delivery unit (SDU) in GES – “Global enterprise services” specific processes and related master data within. E.g. HR, Finance or Procurement. Having at least one area with deep business process knowledge.

• Have detailed knowledge on the SDU specific application within the ServiceNow platform. Act as a SME for the same, giving guidance and support to the end-users and translate functional demand into requirements for standard Service Management processes and supporting toolset.

• Advice, challenge, create and maintain SDU specific standard processes in our ESM service catalog platform, automate whenever possible. Create lean processes adding value to the business,

• Control and improve the usage of ESM processes based on the analysis, and look for opportunities to improve its effectiveness, efficiency and variance by influencing behaviour and driving the change.

• Participate in IT projects and collaborate with other ITSM/ESM process owners and managers to develop processes in other areas of service management (strategy, design, transition and operation)

• Manage or participate the internal GES SDU specific Change control board and execute internal audits and report findings and improvements proposals, maintain an overview of the status of these findings.

• Ensure knowledge is identified, created, maintained, published, and kept up to date. Review the knowledge articles on process and quality aspects and be an active actor in the enterprise service management platform project

  You Bring

• Excellent hand-on ITSM/ESM process engineering skills, minimum 5 years of process ownership & governance experience in this field

• ITIL V3 or ITIL4 Foundation, a Practitioner certification is a plus

• Technical knowledge of GES SDU specific applications within ServiceNow (outside IT context).

• ServiceNow platform feature knowledge (e.g. Virtual agent, Portal, AI, performance reporting, integrations)

• Experience interacting with all levels of management, customer oriented and team player, but able to work independently.

• Able to collaborate across multiple stakeholders, departments, and countries, working in a global and multicultural organization.

• Good analytical skills, ability to evaluate data trends, drive for continuous proactive improvement and Able to operate effectively in a matrix organization by overcoming silo thinking, see the big picture.

  We Bring

• A team of diverse employees who aren’t afraid to think outside of the box.

• A truly global and collaborative team that cares about the experience of our employees.

• The encouragement you need to develop and achieve personal growth.

• A role that is crucial on projects and allows you to build your brand.

• A caring and supportive environment where you’re empowered to grow and share your ideas.

  The application process

  Interested in this position? Please apply online by uploading your resume in English via our career portal. For further information, please contact Shilpa Chaudhary, Talent Acquisition (shilpa.chaudhary@dsm-firmenich.com)

  Equal Opportunities Commitment

  dsm-firmenich is fully dedicated to inclusion because when people feel engaged and empowered, their creativity and innovation drives unprecedented progress. We aim to build a workplace where opportunity really is equal, so everyone can thrive. We do not discriminate: there's a place for everyone at dsm-firmenich.

  As a committed equal opportunity employer, we ensure our recruitment practices are inclusive and fair. We encourage the recruitment of a diverse worforce, representative of the communities in which we work, by using inclusive language, diverse interview panels, diversified sourcing strategies. Selection is based on qualifications, competency, experience, performance history and fit with the team to advance fair and equitable opportunity.

  Employment decisions are based upon job-related reasons regardless of an applicant's race, color, ethnicity,national origin, religion, gender, gender identity or expression, sexual orientation, age, disability, backgrounds ,genetic information, protected veteran status, or any other status protected by law.

  We are committed to providing reasonable support for disabled applicants in our recruiting process.Should you need assistance , and are comfortable to share this, please let us know.

  About dsm-firmenich

  As innovators in nutrition, health, and beauty, dsm-firmenich reinvents, manufactures, and combines vital nutrients, flavors, and fragrances for the world’s growing population to thrive. With our comprehensive range of solutions, with natural and renewable ingredients and renowned science and technology capabilities, we work to create what is essential for life, desirable for consumers, and more sustainable for the planet. dsm-firmenich is a Swiss-Dutch company, listed on the Euronext Amsterdam, with operations in almost 60 countries and revenues of more than €12 billion. With a diverse, worldwide team of nearly 30,000 employees, we bring progress to life™ every day, everywhere, for billions of people.

  Agency Statement

  Please note this is a direct search led by dsm-firmenich. We only accept applications from candidates, not from agencies nor subject to agency’s fees, percentages or similar.