IT OPERATIONS COORDINATOR

It Operations Coordinator - We are looking for talentsthat would like to join this exciting journey with us. We are recruiting a Service Operations Analyst to work on our M365/Cloud servicesincluding Microsoft Teams and Sharepoint Online as well as other O365mini-projects and other service improvement activities on our roadmap. We are a global team supporting more than 100,000 Unilever IT users globally andthere is great scope in this role for gaining and developing your skills in coreservice management ITIL processes such as Incident, Problem and Change managementand Continual Service Improvement (CSI). You will also build up knowledge andskills on our data operations to create knowledge for our user community. Workingclosely with the Operations Manager/Service Delivery Manager, internal M365 teamsand third-party supplier teams, the Service Operations Analyst monitors and tracksthe key SLA and KPI of our services and makes recommendations for service andprocess improvement. ACTIVITIES:- Become fully operational in the various data activities performed daily by theteam to govern M365. They will track/monitor activities such as site storagemanagement, site ownership, user activity reports and analysis. Seeks to simplify,automate, and improve processes with the team as appropriate. - Follow Unilever Incident and Problem Management processes, procedures, workinstructions, policies and required documentation for M365 services and tracksoperations and vendor performance against Incident and Problem Management GlobalKPI and reduction targets. - Monitor Incident and Problem records in the Service Management tool ServiceNowand will create new knowledge base information through analysis. - Proactively follow up on Incident and Problem with own internal/third partysupport teams, Microsoft engineers and wider Unilever support teams, escalatingany issues to Service Operations /Service Delivery Manager as appropriate. - Undertake analysis of Incident and Problem records and makes suggestions forimprovement of end user experience. - Attend and input into the daily, weekly, and monthlygovernance meetings withthe rest of the team and our key third party suppliers. - Follow the Unilever Change Management processes, procedures, work instructions,policies and required documentation and tracks performance against key KPI. - Attend/ run Change Advisory Board (CAB and ECAB) and issues follow-up summariesto the change requestors and Change Advisory Board approvers. - Support the Service Delivery Manager / Service Operations with activities totransition new services into support, run PGLS and to track any new service risksand issues. - Work on their own specific goals and OKR that contribute towards the success ofour team roadmap or service operations BAU improvement. Participate in or takes the lead in small, medium, and ad hoc projects raisedagainst internal team requirements or based on business requirements. **REQUIREMENTS**:- Educated to bachelor-s degree level. - Advanced English. - Has IT knowledge. - May have had already experience at Unilever or similar organisation operatingITIL processes and working with external support relationships. - Displays good inter-personal skills at all levels of contact and in a widevariety of situations. - May already have an appreciation of ITIL from previous work experience or holdthe ITIL Foundation Certificate. - May already have an awareness of methodologies such as LEAN or Agile. - Experience of working in a global team across multiple locations and cultures. - Good delivery and follow-up skills. - Experience of undertaking analysis and presenting findingsUnilever is an organisation committed to equity, inclusion and diversity to driveour business results and create a better future, every day, for our diverseemployees, global consumers, partners, and communities. We believe a diverseworkforce allows us to match our growth ambitions and drive inclusion across thebusiness. At Unilever we are interested in every individual bringing their -WholeSelf- to work and this includes you! Thus if you require any support or accessthat we can support you through your recruitment journey.