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For Companies At a Glance
- Tasks: Collaborate with teams to define workflows and improve IT Service Management processes.
- Company: Dynatrace is a leading software company focused on delivering exceptional value to enterprises globally.
- Benefits: Enjoy a creative work environment, career development programs, and the latest tech innovations.
- Why this job: Join a diverse team that values innovation and offers opportunities for personal and professional growth.
- Qualifications: Bachelor's degree in a relevant field and experience in ITSM and workflow design required.
- Other info: Work in a global team with English as the corporate language.
The predicted salary is between 36000 - 60000 £ per year.
Your role at Dynatrace
The ITSM Service Manager will be responsible for collaborating with various team leads to understand their processes and define the workflows needed to be configured in the IT Service Management (ITSM) system. This role requires strong communication skills, a deep understanding of ITSM, and the ability to drive process improvements across the organization
Key Responsibilities:
· Collaboration: Meet regularly with Department leads / managers to understand their processes, challenges, and requirements within the ITSM.
· Workflow Definition: Work with team managers to define and document workflows that need to be configured in the ITSM system.
· Process Improvement: Identify opportunities for process improvements and implement best practices to enhance efficiency and customer satisfaction within the ITSM.
· ITSM Configuration: Collaborate with the ITSM Systems Manager and ITSM Admin team to ensure accurate configuration of workflows in the ITSM system.
· Training and Support: Provide training and support to team members on new workflows and ITSM processes.
· Reporting: Generate and analyze reports to monitor the effectiveness of workflows and identify areas for improvement.
· Stakeholder Management: Build and maintain strong relationships with key stakeholders to ensure alignment and successful implementation of workflows.
· Problem Solving: Address and resolve any issues related to workflow configuration and ITSM processes.
· Vendor Management: Manage relationships with ITSM vendors and ensure that issues escalated to them are resolved promptly and effectively (“voice of the customer”).
· Change Management: Ensure new ITSM functionality are deployed with stakeholders awareness and concerns raised are proactively addressed.
· Consistency and Global Standards: Ensure that processes are consistent and standardized across the organization globally.
What will help you succeed
· Excellent communication and interpersonal skills.
· Ability to work collaboratively with cross-functional teams.
· Strong analytical and problem-solving skills.
· Experience with workflow design and process improvement.
Qualifications / Education / Experience:
· Bachelor\’s degree in Business Administration, Information Technology, or a related field.
· Proven experience in customer support management or a similar role.
· Strong understanding of IT Service Management (ITSM) principles and tools.
· Excellent communication and interpersonal skills.
· Ability to work collaboratively with cross-functional teams.
· Strong analytical and problem-solving skills.
· Experience with workflow design and process improvement.
· Proficiency in ITSM software (FreshService).
Why you will love being a Dynatracer
• A one-product software company creating real value for the largest enterprises and millions of end customers globally, striving for a world where software works perfectly.
• Working with the latest technologies and at the forefront of innovation in tech on scale; but also, in other areas like marketing, design, or research.
• A team that thinks outside the box, welcomes unconventional ideas, and pushes boundaries.
• An environment that fosters innovation, enables creative collaboration, and allows you to grow.
• A globally unique and tailor-made career development program recognizing your potential, promoting your strengths, and supporting you in achieving your career goals.
• A truly international mindset with Dynatracers from different countries & cultures all over the world, and English as the corporate language that connects us all
• A culture that is being shaped by the diverse personalities, expertise, and backgrounds of our global team.
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ITSM Lead Business Systems Analyst employer: dynaTrace software GmbH
Contact Detail:
dynaTrace software GmbH Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land ITSM Lead Business Systems Analyst
✨Tip Number 1
Familiarise yourself with ITSM principles and tools, especially FreshService, as this will be crucial for your role. Consider taking online courses or certifications to deepen your understanding and demonstrate your commitment to the field.
✨Tip Number 2
Network with professionals in the ITSM space, particularly those who have experience in workflow design and process improvement. Engaging in relevant forums or LinkedIn groups can provide insights and connections that may help you stand out.
✨Tip Number 3
Prepare to discuss specific examples of how you've successfully collaborated with cross-functional teams in the past. Highlighting your communication skills and ability to drive process improvements will resonate well with the hiring team.
✨Tip Number 4
Stay updated on the latest trends and best practices in IT Service Management. Being knowledgeable about current challenges and innovations in the industry will show your passion and readiness to contribute effectively from day one.
We think you need these skills to ace ITSM Lead Business Systems Analyst
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities and qualifications required for the ITSM Lead Business Systems Analyst position. Tailor your application to highlight relevant experiences that align with the job description.
Highlight Relevant Experience: In your CV and cover letter, emphasise your experience with IT Service Management (ITSM) principles, workflow design, and process improvement. Use specific examples to demonstrate your skills in these areas.
Showcase Communication Skills: Since strong communication is key for this role, ensure your application reflects your ability to collaborate effectively with cross-functional teams. Mention any relevant experiences where you successfully communicated complex ideas or facilitated discussions.
Tailor Your Cover Letter: Craft a personalised cover letter that addresses how your background and skills make you a perfect fit for the role. Mention your understanding of Dynatrace's mission and how you can contribute to their goals in ITSM.
How to prepare for a job interview at dynaTrace software GmbH
✨Showcase Your Communication Skills
As the role requires excellent communication and interpersonal skills, be prepared to demonstrate how you've effectively communicated with cross-functional teams in the past. Share specific examples of how you’ve facilitated discussions or resolved conflicts.
✨Understand ITSM Principles
Make sure you have a solid grasp of IT Service Management principles and tools, especially FreshService. Be ready to discuss your experience with ITSM systems and how you've contributed to workflow design and process improvements in previous roles.
✨Highlight Collaboration Experience
Since collaboration is key in this role, think of instances where you've worked closely with department leads or managers. Prepare to explain how you gathered their requirements and how you translated those into actionable workflows.
✨Demonstrate Problem-Solving Skills
Be ready to discuss specific challenges you've faced in workflow configuration or ITSM processes. Highlight your analytical approach to problem-solving and any successful outcomes that resulted from your interventions.
