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We are looking for a Service Desk AI and Innovation Specialist to be part of our IT Workforce 360 product organization.
Position Snapshot- Location: Barcelona
- Type of Contract: Permanent
- Stream: IT Workforce 360
- Type of work: Hybrid
- Work Language: Fluent Business English
Under the supervision and guidance of your Global Service Desk Product Owner based in Barcelona, you will play a crucial role in revolutionizing our service desk operations. This individual will leverage advanced technologies (AI and Automation) to optimize workflows, improve customer experiences, and drive efficiencies. The ideal candidate will have a strong technical background, a passion for innovation, and a proactive approach to problem-solving.
What you'll do- Start the day with a team stand-up meeting to discuss ongoing projects and identify immediate priorities.
- Review and analyze service desk performance metrics from the previous day to identify patterns and areas for improvement.
- Collaborate with cross-functional teams to brainstorm and implement innovative solutions for recurring service desk issues.
- Develop and test new automated workflows using AI and automation tools to streamline routine service desk tasks.
- Provide support and guidance to team members on complex technical issues, leveraging AI-driven insights for efficient resolution.
- Conduct training sessions for the service desk team to ensure effective use of new technologies and processes.
- Monitor the implementation of automated solutions, making adjustments as necessary to optimize performance.
- Document new processes, procedures, and technical solutions to maintain a comprehensive knowledge base.
- End the day with a review of the day's accomplishments and plan for the next steps in ongoing projects.
We offer more than just a job. We put people first and inspire you to become the best version of yourself:
- Great benefits including competitive salary and a comprehensive social benefits package. We have one of the most competitive pension plans on the market, as well as flexible remuneration with tax advantages: health insurance, restaurant card, mobility plan, etc.
- Personal and professional growth through ongoing training and constant career opportunities reflecting our conviction that people are our most important asset.
- Hybrid working environment with flexible working scheme. Our state-of-the-art campus is dog friendly and equipped with a medical center, canteen and areas to co-create network and chill!
- Recreation activities such as yoga, Zumba, etc. and a wide range of volunteering activities.
- Bachelor's degree or higher, preferably Computer Science, Engineering, Business Administration or related area.
- +5 years of experience in IS/IT Service Management, Customer Experience closest to the Business.
- Demonstrated experience in a product-based IS/IT organization.
- Experienced professional to manage Continuous Improvement Projects and Initiatives as a service or product to deliver excellence.
- Experience in ServiceNow Platform.
- ITIL 4, AI and Scrum Professional Certified is a differentiation.
- Strong understanding of AI and automation technologies, such as RPA (Robotic Process Automation) and machine learning.
- Proficiency with IT service management (ITSM) tools and platforms.
- Experience with scripting languages (e.g., Python, PowerShell) is highly desirable.
At Nestlé IT, we are a diverse, global team of IT professionals in the biggest health, nutrition and wellness company of the world. We strive to create an environment where people are valued for who they are. We innovate every day through future ready technologies to create opportunities for Nestlé to delight consumers, customers and employees alike. We collaborate with partners around the world to deliver tangible value at global scale. We continuously work to develop our people to be future ready.
About NestléWe are Nestlé, the largest food and beverage company in the world, with a presence in more than 185 countries. With net sales of CHF 94.4 billion in 2022, the company has over 291,000 employees and 418 factories in 85 countries. Our values are based on respect: respect for ourselves, respect for others, respect for diversity, and respect for our future. Nestlé is dedicated to offering high-quality food and beverage products and services that contribute to the nutrition, health, and well-being of people, pets, and the planet. Additionally, it is committed to being a leading company in sustainability and achieving net zero greenhouse gas emissions by 2050. Want to learn more? Visit us at: www.nestle.com
We encourage the diversity of applicants across gender, age, ethnicity, nationality, sexual orientation, social background, religion or belief and disability. Step outside your comfort zone; share your ideas, way of thinking and working to make a difference to the world, every single day. You own a piece of the action - make it count. Join Nestlé's IT Hub #beaforceforgood
How we will proceedYou send us your CV ? We contact relevant applicants ? Interviews ? Feedback ? Job Offer communication to the Finalist ? First working day
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