IT Specialist (Service Catalogue Management - Operational Specialist), Germany, Frankfurt

• Organization: ECB - European Central Bank
• Country: Germany
• City: Frankfurt
• Office: ECB Frankfurt

Closing date: Sunday, 18 June 2017

IT Specialist (Service Catalogue Management - Operational Specialist)
You will be part of the IT Governance and Business Relations (GBR) Division in the Directorate General Information Systems (DG/IS), which provides the functional and methodological support required to steer DG/IS in line with the established strategy. GBR is highly committed to its customers, conducts strategic review meetings and designs the overall DG/IS communication strategy. We are now hiring a service catalogue management (SCM) operational specialist to join the service catalogue management team, which focuses on creating, maintaining and improving an actionable and business-oriented IT service catalogue. The SCM team actively supports the organisation to move towards an increased service and customer orientation culture. To further enhance the diversity of our team, we particularly encourage applications from female candidates. As IT Specialist you will:

• contribute to the design and update of the IT service catalogue, covering IT business and technical services;
• contribute to maintaining and enhancing the service life-cycle methodology to ensure that IT services are of the requisite quality;
• execute the operational/weekly tasks required to identify and manage changes in the service pipeline;
• ensure the proper on-boarding of services into the IT service catalogue and communicate accordingly throughout the organisation;
• execute the operational/weekly tasks required to finalise the analysis and the reporting of the go-lives to DG/IS management;
• apply lean concepts where manual processes are required, minimising these through the balanced application of technology (e.g. scripts, integration with other tools, automation);
• support the SCM process manager in conducting technical meetings with project managers and release managers in all operational aspects, from organisation to implementation;
• perform quality management tasks as required and agreed by the team (e.g. regular quality checks, calculation of key performance indicators and follow-up;
• facilitate service mapping and support the flow of information between cross-functional processes;
• provide feedback and proposals for the continuous improvement of processes to the service catalogue process manager.

Three year fixed term contract, which may be extended subject to individual performance and organisational needs.
Applicants must have the following knowledge and competencies:

• a bachelor's degree in a relevant field, e.g. information technology or computer science;
• in addition, at least six years' experience in IT-related fields (e.g. governance, operations, services);
• advanced knowledge of ITIL or project management methodologies or of quality management;
• a strong understanding of deployment strategies and production infrastructure needs;
• implementation of quick wins to increase process efficiency (lean approach); automation of manual tasks;
• proven experience in managing and/or using ticketing systems;
• proven experience in providing services to internal stakeholders to achieve successful project outcomes and support innovation;
• experience of working in an international, multi-stakeholder environment;
• an advanced command of English;
• an intermediate command of at least one other official language of the EU.

The following would be an asset:

• an advanced knowledge and sound experience of service and portfolio/project management tools;
• knowledge of scripting languages (such as Python or Perl) and basic experience with direct access to reporting systems and APIs;
• experience in IT governance process design.

You will also bring commitment, client-service orientation and an ability to collaborate, to manage multiple assignments and to track progress on numerous processes simultaneously in a fast-paced environment. You will be able to think analytically, communicate efficiently and deliver fit-for-purpose results within agreed deadlines. You will also be able to identify and propose solutions by balancing the need for flexibility with organisational requirements, even in difficult situations, and to assess technical problems and analyse data. Finally, you will help to build a trustful and positive working environment, contributing to team spirit and behaving in a transparent and open manner.
Applications are to be made in English and submitted using our online application form. An 'Applicants' Guide' can be downloaded from our recruitment pages.
The recruitment process may include a pre-screening exercise, a written exercise, a presentation and interviews.
Further information on the ECB's conditions of employment for fixed-term positions can be found at https://www.ecb.europa.eu/careers/what-we-offer/contract/fixed/html/index.en.html
Applications are accepted from nationals of Member States of the European Union.
The requirements laid down in the vacancy notice must be met by the closing date for applications.
This vacancy notice may be used to fill the same position again, or similar positions, within 12 months of the selection decision.