IT Digital Workplace Operations Specialist IP Telephony and on prem Web Conferencing systems

• Manage the global health of IPT and on prem web conferencing services in AH (incident backlog, knowledge database completeness, incident resolution efficiency, request catalog, CMDB updates, Implementation of Changes, SLA fulfillment, dashboard creation)
• Support the Restricted Collaboration Product Manager in any RUN, BUILD TO TUN or BUILD activity requested on the IPT or on prem web conferencing activity.
• Perform the RUN activities of the IPT or on prem web conferencing solutions with the support of other IT operation specialists.
• Define regular improvements in the scope of the activity.
• Ensure the proper Entry to Service of any new feature of the applications inside your scope. Regarding this aspect, you need to be ready to permanently improve your applications with new releases sometimes developed in house or by the software vendors.
• Manage Major Incident resolution process, by involving good roles and actors.
• Take care of escalations, by ensuring quick resolution and ensuring continuous improvement of our processes.
• Contribute to regular reviews on Restricted Collaboration routines including participation to PI Planning with the Group, weekly team meetings, product team meetings.
• Document the scope of the activity.
• Manage the relationship with the Service Desk in the scope of the activity.
• Ensure the proper "shift right approach" by having daily exchanges with the IT Service Desk Service Planning team.
• Support the Collaboration Services Architect in building or updating the architecture dossiers of your applications. Furthermore, you will help him or her in evaluating new features and technologies connected to your applications.
• Participation in the strategic product roadmap of your applications by continuously proposing new ideas to the Collaboration Product Managers. This also includes evolving the service roadmap of your perimeter.
• Work closely with the department Change Manager to secure the change management with end users and key stakeholders like VIPs and Assistants. In this aspect, it is key to translate the operation requirements into usable guides for the end users and knowledge articles for the Service Desk Agents., You report to the Head of Collaboration Services and from time to time to the Head of Digital Workplace. You will work closely with the Restricted Collaboration Product Manager.

Moreover, you will have other interactions with:

• Airbus & Helicopters IM Products owners.
• Airbus & Helicopters Digital Workplace Solution Architects and Enterprise Architects.
• Airbus Commercial, Defense and Space and roofs counterparts (eg. North America, China, Singapore)
• Airbus Helicopters IM Departments like IM Security, Network, Identity and Access Management and Hosting.
• Airbus Helicopters Communication, Assistants and Exec Assistants community.

This job requires an awareness of any potential compliance risks and a commitment to act with integrity, as the foundation for the Company's success, reputation and sustainable growth.

• IT academic background or equivalent experience.
• A certain level of experience in IT service management or IT product manager jobs is desired.
• A candidate should have technical knowledge of multimedia, web conferencing, and video conferencing technology, or be willing to develop it.
• A candidate should have technical knowledge of VoIP Telephony systems, PBX's, Cisco infrastructure, telephony certificates management, or be willing to develop it.
• IT supplier Management.
• Practical Problem Solving.
• Design IT operations which optimizes Customers Expectations & Needs.
• Service Level Management, Problem Management, Documentation Production, Solution Deployment, Solution Performance Management.
• Component Integration, Testing, Document Production.
• Product/Service Planning.
• ITIL basics.
• Service Now IT operational usage skills would be greatly appreciated.
• English language negotiation level, some German or French skills would be appreciated.
• Open-minded, self-awareness, transparency, and welcome feedback will be highly appreciated skills.
• Ability to progress in a complex environment working with Donauwörth/Marignane/Albacete sites and all the divisions is mandatory.