IT System & Service Operation

Location

Alba (CN) | Italy

Job description

Job Location: ​Alba​

Company description

Ferrero is a family-owned company with a truly progressive and global outlook and iconic brands such as Nutella®, Tic Tac®, Ferrero Rocher®, Raffaello®, Kinder Bueno® and Kinder Surprise®. As the love for our brands continues to grow, so too does our global reach. Represented in more than 50 countries, with products sold in more than 170, the Ferrero Group is loved by generations around the world. The secret to our global success? 38,767 dedicated employees who celebrate care and quality to craft a business, careers and brands we are proud of. Join us, and you could be one of them.

Diversity Statement

Ferrero is committed to building a diverse and inclusive culture in which all employees feel welcomed and appreciated and have the same opportunities. We believe all of our people are equally talented in their own way. In nurturing the curiosity and natural abilities of our employees, we provide them, generation after generation, the means to succeed personally and professionally, enabling them to craft their journey at Ferrero. The diversity of our talents is what makes our work environment multicultural, innovative and highly rewarding.

About the Role:

For our team in Italy, we are currently looking for an IT System and Service Operations Analyst . 
You will be part of Italian IT System and Service Operations team and you will report to the Region IT System and Service Operations. Your role is key for supporting the team to find solutions for incident and problem management, escalation management, quality, capacity, and performances.
Responsible for the daily operation and maintenance of Ferrero systems and technologies centrally and at local level. Support Group IT to implement group initiatives at the region acting as IT focal point, as a PM, reporting project status, issues, and risks; Participates in the day-to-day operational support and IT service delivery by monitoring and measuring performances. Participate in the IT Business Continuity and Disaster Recovery plan. Proactively monitor systems for availability, capacity, and performance. Collaborates with IT Service Management and interacts with business stakeholders to guarantee IT service delivery excellence.

Main Responsibilities:

• Monitor continuously the incident, problem, service request and the change management process and the quality of the IT services ensuring timely resolution according to SLA (Service Level Agreement);
• Coordinate external IT resources, involving them in the daily activities;
• Report, in the periodical meeting with the Region IT Service Manager, the status of the IT monitored services;
• For the applications mainly used in the region Italy, ensure, in collaboration with the Global Governance, the application of the standard rules for the handover of the new initiative in AMS;
• Supervise system performance and security monitoring activities (centrally and in the Region), evaluates resource levels, investigates, and contributes to analyze and fix the issues;
• Ensure daily operations collaborating with Service Management and external services;
• Provides technical support to regional office IT staff in diagnostics, troubleshooting and analyzing issues associated with information systems, connectivity, security, and backup or system hardware;
• Provides support in the implementation of infrastructure initiatives (centrally and in the Region);
• Participates in IT Continuity Service Management planning, exercises, and execution to ensure the integrity of IT systems both centrally and in the Region;
• Participate at some local IT/Infrastructure administrative activities such as raise/control and monitor IT Purchase requisitions and Purchase Orders, managing the relative budget.

Who we are looking for:

Profile

• A graduate in IT, Engineering or Business Management;
• A proactive professional with an open mindset able to develop and maintain professional and effective relationships with internal customers (Business Users, Group IT Stakeholders, Procurement, …) and external stakeholders (IT Suppliers, Consultants, etc.);
• Team-working skill and problem-solving capability will be positively appreciated;
• A high level of commitment and resilience;
• Goal-oriented and independent way of working as well as problem solving skills.

IT Skills

• Proven experience (2+ years) in IT;
• Experience in IT Service Management and/or Service Operations;
• Certifications (ITIL career and similar) and the knowledge of ITSM Tool ServiceNow will be positively appreciated.

Languages

• Fluent in English and Italian.

How to be successful in the role and at Ferrero:

Consumers, quality and care are at the heart of everything we do. So, to be successful at Ferrero, you’ll need to be just as consumer and product centric as we are - dedicated to crafting brilliant results for consumers around the world. 

Job tags

Salary