IT Tech Specialist

About IT in Nestlé

We are a team of IT professionals from various countries and backgrounds, each facing unique

missions and challenges within the world's largest health, nutrition, and wellness company. Every

day, we innovate using advanced technologies to tackle Nestlé's digital challenges for our

consumers, customers, and workplace. We work closely with our business partners globally to

provide standardized and integrated technology products and services that deliver real value to the

business.

Position Title: IT ServiceDesk Performance and DataInsights Specialist

Location: Bangalore IT Hub

• Part of IS/IT Service Management – Service Desk Product
• Permanent contract with competitive salary & key benefits package
• Full-time work, virtual working available in a global environment
• Bachelor's degree or higher, preferably computer science, engineering, business administration or

related area

• Demonstrated experience in a product-based IS/IT organization
• 5+ years of experience in IS/IT Service Management, Customer\Employee Experience or closest to

the Business

• Experienced professional to manage or work on Data and Analytics Projects and Initiatives as a

service or product to deliver excellence

• Strong background in IT Service Management (ITSM), Service Desk modern operations, and

vendor management.

• Extensive knowledge and experience with the ServiceNow platform.
• Experience in designing, building, and maintaining Power BI dashboards, and other Business

Intelligence tools.

• Knowledge of the Swish.AI platform (preferred).
• ITIL 4 Certified

Position Summary

Under the supervision and guidance of your Senior Product Manager based in Barcelona, we are seeking

a dedicated and skilled individual to join our IT Service Desk Product team as a Performance and DataInsights Specialist. The successful candidate will play a pivotal role in enhancing our IT Service

Management (ITSM) processes and Global ServiceDesk Operations through advanced data analytics,

reporting, and strategic insights. This role requires a blend of technical expertise and collaborative

engagement with stakeholders (E.g. Regional Managers and Operations, Market W360, Functional

Relationship Managers, Product Streams, Vendor Management Office) to drive continuous improvement

initiatives through data and analytical tools and methods.

A day in the life of

• Conduct in-depth trend and deviation analysis to identify opportunities for automation and

shift-left strategies, aimed at enhancing and maximizing the value of our services and

improving operational efficiency.

• Develop and maintain advanced dashboards and performance reports that focus on key

metrics, such as Speed of Answer, Time to Resolution (TTR), First Call Resolution (FCR),

First Day Resolution (FDR-24 hours), Backlog Management, Knowledge Base utilization,

and Customer Satisfaction Rate (CSAT) as examples of indicators.

• Strong knowledge of data analytics tools and methodologies, such as Power BI, Tableau, or

similar platforms, to effectively analyze data and present actionable insights to the

stakeholders.

• Collaborate with stakeholders to deliver strategic insights that inform decision-making and

improve service performance.

• Automate data processes and support sprint-based improvement initiatives using project

management methodologies to optimize IT Service Management (ITSM) operations.

• Act as an Advisor / Coach to drive analytic capabilities in regional and product teams

Qualifications:

• Bachelor's degree in data science or data Analytics, Computer Science, IT Management, or a

related field.

• A minimum of 3 years of hands-on experience in ITSM reporting and analysis within enterprise

environments.

• Proficiency in data visualization tools such as Microsoft Power BI and ITSM platforms like

ServiceNow.

• Knowledge about Swish.AI platform is a differentiator.
• Strong understanding of ITIL, IT Service Management concepts and best practices.
• Excellent critical thinking, analytical skills, and stakeholder engagement capabilities to generate

tangible value.

What Will Make You Successful?

• Demonstrated experience in stakeholder management, with the ability to present

recommendations related to reporting management, facilitate discussions and feedback, and

guide teams to make data-driven decisions.

• Demonstrated experience in developing and maintaining Standard reports and dashboards

to ensure consistency.

• Organization: Above-average organization and prioritization skills, with the ability to juggle

multiple responsibilities at the same time.

• Demonstrable Experience using ITSM and Reporting Solutions (experience with ServiceNow,

PowerBI, Swish.AI would be an asset)

• Time Management: Proven track record of taking ownership and successfully delivering results in

a fast-paced, dynamic and global working environment.

• Strong understanding of basic IS/IT information system, information risk and security guidelines,

architecture standards and experience in digital technologies such as Analytics are an asset.

• Excellent understanding of business complexity, interdependencies and partner management
• Excellent English communication skills applied with different stakeholders, nationalities and

mediums (face-to-face and remote).

• Engagement in projects to assist implementation of new ways of working practices and

procedures.

• Ensure achievement of SLA's, XLA's and KPI's, while ensuring cost control and effective use of

resources and partners

• Experience having worked in a global environment and with virtual teams being able to work on

multiple tasks simultaneously and have strong organizational skills

• Being highly creative and analytical, from both a technology and analytics design perspective.
• Works effectively both independently as well as in a team environment and must be able to adapt

to a rapidly changing business environment

Why Join Us? Join our dynamic team and contribute to the transformation of IT service management

through data-driven insights and innovative solutions. We offer a collaborative environment where your

skills will make a significant impact on our service delivery excellence.

More about Nestlé IT

Workforce 360 is Nestlé's exciting and diverse new product-based IT team, created to bring together all

products our global workforce needs for successful collaboration, engaging communication, and efficient

work. We provide IT services to the entire Nestlé Group, the world's largest food and beverage company

with 89.8 billion Swiss Francs in sales in 2017 and 323,000 employees. We continuously improve our

products for the workforce, operating in 189 countries by embracing Agile ways of working and evolving to

quickly address new requirements. We design and support our solutions end-to-end. This means we not

only deliver great IT solutions with the best user experience; we also quickly resolve issues as they arise.

The Nestlé Group is the world's largest food and beverage company with 89.8 billion Swiss Francs in

sales in 2017. It is present in 189 countries around the world, has 413 factories and its 323,000

employees are committed to Nestlé's purpose of enhancing quality of life and contributing to a healthier

future. Nestlé offers a wide portfolio of products and services for people and their pets throughout their

lives. It's more than 2000 brands range from global icons like Nescafé or Nespresso to local favorites.

Company performance is driven by its Nutrition, Health and Wellness strategy. Nestlé is based in the

Swiss town of Vevey where it was founded more than 150 years ago. Learn more about our Group and

reasons to join us on