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Problem / Knowledge Manager-COR00129

Description
 
VACANCY
DSM IT BV provides Information Technology systems, services, expertise and guidance to all DSM businesses and staff functions worldwide. DSM IT BV is an international organization, with its home base in the Netherlands and affiliates in Switzerland, USA, Brazil, Singapore and China. DSM IT BV develops or endorses existing standards for interconnectivity, systems and services where possible.
DSM IT BV's mission is to strengthen its role as business enabler for DSM's businesses by providing professional ICT applications and services. In order to realize our ambition, we have developed several initiatives to create global engagement among our employees.
 
To reinforce the DICT Global Application Management department in Sittard (the Netherlands) we are looking for an enthusiastic and committed
 
 
Problem / Knowledge Manager C41
 
The Challenge
More than 10.000 users of business critical systems within DSM rely every day on the support of the DSM ICT Global Application Management organization. This global team of 200 professionals provides standard global (SAP and e-business) applications and services to the DSM business groups. Its service portfolio covers the full spectrum of implementations, application management, business requirement analysis, architecture, design, development/
configuration, maintenance and support.
 
You are accountable for the execution of the Problem Management process within Global Applications. You manage the lifecycle of all problems within your functional area(s). You review the incident requests that have been related to the service(s) for which you act as the problem coordinator in order to identify problems. You ensure that the problems for which you are accountable, including the ones that have been identified within the Availability and Capacity Management processes, progress through the Problem Management process in a timely and prioritized fashion.
Also you are accountable for the knowledge management process within Global Applications.
 
Qualifications
 
The Ideal
You have a master degree (or similar level) in computer sciences or IT management. You possess knowledge of ITIL Service Management (ITIL Service Management V3 expert) and of Project Management (at least Prince 2 foundation). You have experience in change management process. You have good understanding of Process Management Tools.
 
You have a minimum of 5 years of experience working the domain of global applications (managed operations / projects).You have a minimum of 3 years experience with ITIL oriented processes. You have knowledge in cross functional domains (big picture) (SAP, WCM, sharepoint, CRM, internet, middleware, .Net, java).
 
You request and act on feedback related to the problem process to improve overall satisfaction. You create an environment in which others feel and are held accountable to meet critical objectives. You communicate to all stakeholders clearly about deadlines, requirements and objectives. You keep change coordinators actively engaged during discussions and create and promote teamwork among groups; discourages "us vs. them".
You give your own point of view clearly and firmly, while remaining open to other points of view, even when it's different from the majority.
You master the English language in word and speech. You are able to work with diversity and other cultures.
 
The reward
We offer a rewarding and challenging job with lots of opportunities for career development in a dynamic international environment with an open and pleasant atmosphere.
Terms and conditions of employment as well as fringe benefits are up to market standards. Salary is dependent upon your achievements and experience and is based on the collective wage agreement in force at DSM Limburg BV.
 
The Procedure
The DSM Recruitment and Selection Process is in line with the general procedure outlined elsewhere on our Career World.
Please apply on-line and send your CV & cover letter in English and include information on your current remuneration.
A Reference procedure is part of the DSM Recruitment & Selection Process.  You will be contacted when these checks are required