Social network you want to login/join with:
Project Overview: This business proposition encapsulates the strategic evolution of IT Hardware Asset Management (part of ITAM) through the orchestrated transition from a proprietary in-house service utility, known as ABAC Assets, to the ServiceNow Hardware Asset Management (HAM) applications and modules which are available on the EC Corporate ServiceNow platform.
Project Purpose: The SNOWHAM project aims to streamline IT hardware asset management practice by migrating current systems to the ServiceNow platform. This migration addresses critical challenges in the existing system, including data quality issues, integration complexities, and outdated processes.
Key Challenges: The project faces several challenges, including stringent timeline constraints due to business demands and regulatory deadlines and data quality issues requiring extensive cleaning and validation efforts.
Project Scope and Milestones: The project encompasses essential milestones such as IT item request, order form data retrieval, good reception and scanning, move, installation, inventory management, decommissioning, and asset identification updates. These milestones will ensure a systematic and efficient transition.
Synergies and Interdependencies: Effective collaboration with ITELCM operational teams, Service Desk/IT Hubs teams, and business users is vital. Coordination with DIGIT Software Asset Management initiative as well as existing legacy platform providers (DIGIT.A.2) and technology support (DIGIT.C.6) is necessary for seamless integration. Clear data governance and product ownership at the EC and non-EC level are essential for comprehensive and inclusive solutions.
Recommendations: To ensure the success of the HAM project, it is crucial to prioritize stakeholder alignment, streamline communication among various teams, and allocate adequate resources, both in terms of skilled personnel and budget. Addressing data quality issues collaboratively and ensuring compatibility with existing systems are paramount. Additionally, establishing clear data governance and product ownership structures will facilitate future expansions and improvements.
ServiceNow Hardware Asset Management project is pivotal for the IT Asset Management future practice. With strategic planning, efficient coordination, and a focus on quality, the successful migration to ServiceNow HAM will significantly enhance IT asset management capabilities, ensuring a robust and future-ready technological foundation.
Context:
In the context of the EUSS (End-user Support Services) contract with the European Commission we are looking for an Operational Change Consultant (transitioned to Digital Operations Consultant). Indicative duration of the mission: From 06/01/2025 till 31/05/2025 with extension possibility every 6 months.
Responsibilities:
1. Support Digital Operations Management: Assist in the execution of digital operations strategies and initiatives, focusing on local process optimization and performance monitoring.
2. Local System Integration: Aid in the integration of digital platforms like ServiceNow with local business systems, ensuring alignment with the broader digital operations strategy set by the main location.
3. Operational Reporting & Data Analysis: Gather and analyze operational data to create reports, identify trends, and provide actionable insights to support decision-making at the second location.
4. Incident & Issue Monitoring: Monitor local incidents, escalate issues, and support resolution processes in alignment with global operations while minimizing disruption.
5. Process Documentation & Knowledge Sharing: Maintain and update process documentation for local operations, ensuring consistency with global standards and promoting knowledge sharing across locations.
6. User Support & Training: Provide training and ongoing support to local teams, ensuring effective use of ServiceNow. Assist in training new employees and existing agents based in Brussels, as needed.
7. Local Compliance & Audits: Ensure that local operations comply with internal policies and external regulations, assisting with audits and ensuring accurate documentation for asset management and other digital processes.
8. Collaboration with Central Teams: Work closely with the Digital Operations Manager and central teams to share feedback, address local challenges, and ensure alignment with broader digital transformation efforts.
9. Continuous Improvement Support: Identify opportunities for process improvements at the local level and collaborate with Luxembourg location to implement enhancements that align with the digital strategies.
10. Operational Risk: Support the identification of operational risks within local digital operations, helping to mitigate issues and ensure business continuity.
Skills:
1. Proven experience supporting operational transitions of Hardware Asset Management (HAM) programs in ServiceNow.
2. Strong understanding of ServiceNow HAM processes, including asset reconciliation and lifecycle tracking.
3. Familiarity with operational workflows for hardware asset requests, maintenance, and retirements.
4. Proficiency in monitoring and maintaining the ServiceNow CMDB for HAM accuracy and compliance.
5. Experience in managing operational incidents, changes, and problems for HAM functionality.
6. Hands-on expertise in updating HAM-related workflows, catalogue items, and business rules.
7. Ability to deliver operational reports and dashboards aligned with HAM program objectives.
8. Knowledge of ServiceNow upgrades and ensuring HAM program continuity during version changes.
9. Strong root cause analysis skills for troubleshooting hardware asset discrepancies.
10. Excellent documentation skills to support the handover of HAM processes to operations teams.
11. ITIL certification with a focus on asset and configuration management.
12. Experience working on HAM programs in large-scale, global environments.
13. Familiarity with asset lifecycle best practices and compliance frameworks.
Additional assets:
1. French knowledge is an asset (At least B-2); knowledge of other EU languages is a plus;
2. Experience with European Commission is an asset;
3. Engineering or computer science background.
Role transformation after the transition period (dual-run phase):
After the transition period, the Digital Operations Consultant supports the management and optimization of ServiceNow platform, to ensure efficient business operations. He will assist in implementing and integrating digital tools, monitor system performance, and collaborate with IT and business teams to improve workflows. The role focuses on identifying areas for process optimization, supporting digital transformation initiatives, and ensuring seamless operations in Brussels area.
Working Conditions:
Work shifts of 8 hours covering the time range between 07h00 and 20h00 from Monday to Friday with some flexibility required when overtime is exceptionally needed.
Brussels, Belgium and remote from EU
Key distinction from the OCM role based in Luxembourg:
* Focuses on local operational support and execution rather than overseeing global strategy.
* Acts as a liaison for the second location, ensuring alignment with the central digital operations strategy.
* Primarily data-driven, focusing on reporting and providing insights to improve local operational efficiency.
* Emphasis on training, knowledge sharing, and providing user support in the local context.
#J-18808-Ljbffr