Process Officer for our Process Management team (m/f) - Job based in Luxembourg

Your future team

The Process Officer will play a dual role in overseeing the planning, organization, and execution of event management, while also being responsible for monitoring our IT infrastructure using Centreon. This unique position requires a combination of strong event management skills and technical expertise in infrastructure monitoring to ensure seamless operations and high availability of our systems. In this role of process officer, he/she can also be accountable and responsible for creation, development, and maintenance of IT ServiceNow based Configuration Management Data Base (CMDB). He/She will ensure information from across the IT ecosystem is represented in a cohesive a complete CMDB that supports Deloitte’s IT Service Management operations impact assessment and decision-making ability.

He/she, together with the Event Manager, the Configuration Manager, the Service Catalog Manager, the ServiceNow Administrators, the IT Service Owners, and different Business Owners will support maintaining IT processes (mainly event and configuration) for use in the end-to-end solution, program/project delivery, and ongoing service management operations. 

Your next challenge

• Supports Event Manager and Configuration Manager in day-to-day activities
• Utilize Centreon to monitor the performance, availability, and health of our IT infrastructure in collaboration with the event manager
• Set up and configure Centreon monitoring tools to ensure comprehensive coverage of all infrastructure components.
• Proactively identify and resolve infrastructure issues before they impact event operations or business processes.
• Generate and analyze monitoring reports to provide insights into system performance and reliability.
• Develop and implement monitoring best practices to continually enhance our monitoring capabilities.
• Proactively identify and resolve infrastructure issues before they impact event operations or business processes.
• Collaborate with IT teams to ensure infrastructure stability and optimal performance.
• Build and maintain with the help of the configuration manager a coherent and accurate, complete and useful CMDB.
• Performs regular updates and maintenance of the CMDB towards the Configuration Manager.
• Works with the Configuration manager and the Event manager, to improve data integrity and to perfectly track changes on the IT infrastructure.
• Assists in developing standard IT Configuration Management methodology.
• Writes requirements, specifications and other guiding documentation from technical area point of view for Deloitte’s processes, and ensures it is understood by involved stakeholders.
• Actively participates in the Continual Service Improvement (CSI) for Configuration Management
• Provide assistance to internal stakeholders

Your skills

• Bachelor's degree in Computer Science, Information Systems, or related equivalent IT field preferred.
• ITIL Foundation v3 or v4 certification
• 1 year of ServiceNow ITSM processes experience is an asset
• Solution Oriented mind set & be able to provide recommendations for the current and future platform
• Familiar with the processes that consume Event and configuration management data e.g. Incident, Problem, Asset, Change
• Able to generate reports for KPIs
• Strong organizational skills.
• Detailed oriented
• Knowledge in Linux, MariaDB, Centreon is a plus.
• Excellent analytical, and problem solving skills on maintaining processes data integrity
• Excellent collaboration, customer service, and communication skills to work in a team environment.
• Fluency in French and in English

We want to hear from you ! Join us and you will...

• Develop your competencies with a tailor-made training plan
• Work with recognized experts and be part of a dynamic team delivering cutting-edge solutions to our clients
• Team up with dynamic and energetic professionals within a challenging and knowledge-sharing environment

What impact will you make? 

Every day, your work will make an impact that matters, while you thrive in a dynamic culture of inclusion, collaboration and high performance. Deloitte is where you will find unrivalled opportunities to succeed and realize your full potential.

Get to know more about Deloitte; Facebook page, LinkedIn page or website.

With  more than 150 partners and 2,600 employees, Deloitte Luxembourg is one of the Grand Duchy's largest, strongest and oldest professional services firms. For 70 years, our talented teams have been serving clients in various industries delivering high added-value offerings to national and international clients in audit and assurance, consulting, financial advisory, risk advisory, tax, and related services. Deloitte Luxembourg is part of the global Deloitte network.

Join us in enabling a diverse and inclusive environment for all!

Diversity and inclusion bring great value to our profession and community, and build our ability to deliver truly differentiated solutions and experiences to our clients. Deloitte is committed to creating and supporting a culture of inclusion that empowers all of our people to be at their best on both a personal and professional level.

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