Digital Service Operation Assistant - English Speaker (F/H)

Vos Challenges

As a Digital Service Operation Assistant, you will assist the Digital Service Operation Manager in some daily operations linked to key aspects of the IT Service Management space. Specifically, to increase the data quality of the CMDB and of the Changes proposed for CAB / eCAB / Pre-approved Changes.

You will be accountable for:

- On the CMDB scope, you will:

• Assist the Digital Services Operations Manager in his CMDB Owner duties.
• Contact and follow-up internally with the relevant stakeholders to ensure data completeness and accuracy.

- On the Change scope, you will:

• Assist the Digital Services Operations Manager in his Change Manager duties.
• Help to prepare the CAB by checking the planned changes.
• Monitor that the implementations are done as planned.

1. Knowledge Management :

• Documentation Oversight: You will ensure all activities are documented.
• Process Mapping: You will map out the procedures.
• Identify missing procedures: You will write the missing procedures.
• Keep procedures up-to-date: You will update / reassess periodically the procedures to streamline the processes linked to your activities and integrate all the evolution needed.

2. Change Officer :

• Change tracking: You will ensure that all the changes are defined / tracked in the ESM (Enterprise Service Management).
• Change Validation: You will ensure that each change request is complete, accurate, approved by the appropriate stakeholders and meet necessary quality standards before being presented to the CAB.
• Risk Analysis: You will ensure that risk assessments are conducted to identify technical and business impact of each Change.
• Actions Follow-Up: You will follow up on action items.
• Change Progress tracking: You will track the progress of changes through to completion, ensuring they are implemented on schedule and in line with the CAB recommendations.
• Post Implementation Review: You will conduct post-implementation reviews to assess the success of changes, capture lessons learned, and identify areas of improvement for future changes.

3. CMDB Officer :

• CMDB Design: You will assist on the design, configuration, and maintenance of the CMDB to ensure it accurately reflects the organization’s IT assets and relationships.
• Data Accuracy: You will ensure that all configuration items (CIs) and their attributes in the CMDB are up-to-date, complete, and accurate, implementing processes to regularly audit and validate data.
• Collaboration: You will collaborate with DA teams (e.g., service desk, infrastructure, and application teams) to gather requirements, manage data inputs, and address data quality issues.
• Report Insight: You will generate reports and dashboards to provide insights into asset utilization, configuration item statuses, and CMDB health, supporting decision-making across IT operations.

Votre Profil

Technical skills and qualifications :

• Knowledge of ITSM tools is considered an asset.
• Expertise in conducting Root Cause Analysis to identify underlying issues behind incidents and problems would be an advantage.
• Proficiency in analysing root causes in major incidents and assessing the impact of changes or releases would be beneficial.
• Understanding of defined SLAs to ensure incidents are resolved within agreed timeframes would be beneficial.
• Ability to influence, motivate and guide teams and individuals.
• Ability to escalate incidents or problems to appropriate teams or leadership to ensure resolution.
• Ability to develop processes that ensure high data quality.
• Ability to work collaboratively with cross-functional teams.
• Ability to work under pressure.
• Strong organizational, multi-tasking and time management skills.
• Competence in tracking performance metrics.
• Good communication skills.

Experience and knowledge :

• Degree in information technology, Business, or related fields.
• Knowledge of ITIL best practices / ITSM principles would be an advantage.
• Background in IT operations, or IT support to understand the technical aspects of incidents and problems, would be an advantage.

Votre environnement de travail

KPMG is a global organization of independent professional services firms providing Audit, Tax and Advisory services. KPMG is the brand under which the member firms of KPMG International Limited (“KPMG International”) operate and provide professional services. “KPMG” is used to refer to individual member firms within the KPMG organization or to one or more member firms collectively.

KPMG firms operate in 145 countries and territories with more than 236,000 partners and employees working in member firms around the world. Each KPMG firm is a legally distinct and separate entity and describes itself as such. Each KPMG member firm is responsible for its own obligations and liabilities.