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  • Job reference: RMS0168856


  • Sector: Commercial
  • Location: The Hague
  • Job type: Contract
  • Date posted: 17/06/2016
This vacancy has now been filled.

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The Company:
Our client has been engaged in the exploration and production of natural gas in the Netherlands and the North Sea Continental Shelf since 1964. In the Dutch sector of the North Sea, gas is produced from 22 platforms and 3 subsea production installations. Most of the platforms are unmanned and remotely operated; four have gas treatment facilities.

The Role:
The Service Desk & Change Management Coordinator is responsible for:

IS Front Office services: As such, she/he is mainly in charge of the following:
- IS Service Management, special focus on the Incident/Problem Management.
- Daily management of the Saphir Proximity Service Contract (2 FTE)
- Animation of the Information System Representative (ISR) community over all the business entities

IS Change Management Coordination (Key player in this important transverse process)

DM5 Electronic Document Management System Administration (EDMS)

Topdesk (CMDB and Service Management tool) management (Topdesk is a core tool to manage all the
service requests ISD provides the entities/users with).

Activities :
Proximity Support Management:
- Management of the SAPHIR-II batch 3 and batch 4 support contract. This covers setting priorities in
supporting users, reporting, activity planning and service quality.
- Escalates incidents and initiates customization of the Incident Routing Matrix in close cooperation with
Fujitsu Control teams
- Coordination of tickets assigned to Proximity Support in close cooperation with Fujitsu governance
- Preparation of all ISD communications to the users
- Maintain contacts with the Information System Representatives (ISR)
- Topdesk (CMDB and Service Management Tool) maintenance and administration

Change Management Coordination (transverse process within both ISD and Business units)
- Management of the change Advisory Board (weekly meeting) which aims at identifying, upcoming
- Maintain the list of all the foreseen IS changes, and make sure that all the steps of the change are
planned and the communication/documentation has been prepared by the owner of the change
- ISD communication to the users mentioning the upcoming change(s) as well as the impact

EDMS (DM5) application support, system configuration, customization for specific business purposes.

Topdesk application support, system configuration, customization for specific business purposes, user
and/or ISR requests

Essential Skills / Qualifications:
MBO+ or equivalent experience of 5yrs in a similar position.
ITIL Foundation/Essentials and Service Management (ITIL certified).
Communication skills and capability to understand the business process and the associated IS Services.
Requires constant vigilance concerning quality including IS security aspects.
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