IT Operations Specialist

Job Description:

SECURITY CLEARANCE: You will be subject to a BPSS check (including a criminal record check)

TRAVEL REQUIRED: Occasional travel within UK and international (with required travel Hamburg

LOCATION: Filton (80% of your working week must be office based)

TYPE: Full time

WHATS IN IT FOR YOU

• Financial Reward: Competitive salary annual profit share contributory pension share options car leasing scheme free onsite parking season ticket loan tax-free technology scheme shopping discounts and much more

• Work / Life Balance: 35 hour week flexible working around core hours and Friday afternoons off hybrid working flexible working option to buy/sell holiday

• Personal Development: Personalised development plan Airbus Leadership University and unlimited access to 10000 E-learning courses internal mobility including international opportunities

• Health & Wellbeing: Bupa health insurance (including assisted fertility treatments and gender dysphoria & reassignment support) wellbeing benefits (including 24/7 online GP and mental health support) discounted family health / dental insurance / eye tests cycle-to-work scheme on-site canteen and coffee shop lunchtime yoga / meditation

• Family and Caregiving: Life assurance enhanced pay for maternity paternity adoption and shared parental leave and caregiving and purpose built maternity rooms on site

• Inclusive Environment: Wellbeing room Multi-faith room Employee Representative Groups (Gender LGBTQ International Generational Disability Social & Cultural Diversity Neurodiversity)

Our world is changing. And so are we. From our commitment to zero-carbon flight sustainability is at the heart of our purpose. So whats your next change

Job Summary

Are you a proactive autonomous and curious IT professional with proven experience in operations and service management Join our motivated team at Filton UK and play a key role in delivering and operating end-to-end solutions for our Digital Workplace specifically focusing on Airbus ITSM development technologies.

We are looking for a team player to be the key partner in ensuring the reliability efficiency and availability of our systems environment meeting and exceeding established SLAs. Acting as the core operational anchor for our ITSM ecosystem ensuring seamless execution across critical ITIL streams with a primary focus on Demand management of automating processes for internal Digital Workplace stakeholders.

The IT Operations Specialist within the Digital Workplace at Airbus is responsible for the governance and management of IT service requests in alignment with ITIL (Information Technology Infrastructure Library) best practices. This role ensures that service requests are accurately processed tracked and fulfilled while maintaining compliance with internal policies regulatory standards and governance frameworks. The specialist will collaborate with various internal teams including Product and Proximity teams as well as the internal and external stakeholders to streamline request management processes and ensure the seamless operation of Airbus digital workplace services.

HOW YOU WILL CONTRIBUTE TO THE TEAM

• Help execute the complete lifecycle of IT service requests from initiation to fulfillment and closure ensuring alignment with ITILs Service Request Management process.

• Ensure automated requests are accurately captured categorized and prioritized in the request management system.

• Collaborate with internal Product and Proximity teams and suppliers to ensure that requests are processed within defined service levels and resolution times adhering to ITIL best practices.

• Participate in the ITSM upgrade process ensuring that all service request management functionalities are updated and tested in accordance with Airbus requirements.

• Contribute to the development of new request management features by collaborating with Product and Proximity support teams to gather requirements from stories and translate them into functional specifications within the ITSM software.

• Support the configuration development and enhancement of new service request workflows ensuring they align with ITIL guidelines and best practices.

• Coordinate with Digital Workplace service delivery suppliers and ITSM development teams to ensure that newly developed requests are integrated smoothly into the platform.

• Ensure accurate and up-to-date records for all IT service requests in the Request Management System (e.g. ServiceNow) maintaining high data quality standards.

• Conduct regular audits and data reconciliation to identify discrepancies ensuring that request data reflects the true state of requests and their progress.

• Enforce data governance practices for correct classification categorization and prioritization of service requests in line with ITIL standards.

• Coordinate User Acceptance Testing (UAT) for ITSM software upgrades and new service request features ensuring that all developed functionalities meet business requirements and ITIL best practices.

• Collaborate with Digital Workplace Product and Proximity teams along with ITSM development team to validate new service request workflows and ensure they are effective and meet user needs.

• Document UAT results and ensure that any identified issues are addressed before deployment.

• Ensure that service requests adhere to Airbus internal IT governance policies industry regulations and ITIL framework guidelines.

• Conduct periodic audits of the request management process to verify compliance with governance standards and policies.

• Monitor request trends and assess compliance with Airbus internal controls to mitigate risks related to request mismanagement.

• Utilize reporting tools within the Request Management System (e.g. ServiceNow) to generate comprehensive reports on request status trends fulfillment performance and SLA adherence.

• Maintain thorough documentation of service requests ensuring accurate records for audits and compliance purposes.

• Provide management with insights on service request performance governance risks and opportunities for improvement at the DW monthly performance review meetings. These will be then managed by the DW performance manager.

• Identify risks related to service requests such as bottlenecks delays or compliance issues.

• Collaborate with stakeholders to address risks and ensure efficient handling of service requests.

• Work to mitigate risks related to request fulfillment ensuring that requests are handled promptly and in line with ITILs Risk Management guidelines.

• Collaborate with internal relevant stakeholders to ensure a streamlined and effective request management process.

• Act as the primary liaison between Airbus and supply chain ensuring clear communication of request governance policies and ITIL best practices.

• Provide guidance and training on request management processes and tools to ensure consistent and efficient request handling across teams.

• Identify opportunities for process optimization and improvements in the service request management process focusing on reducing lead times increasing request fulfillment efficiency and improving data accuracy.

• Leverage automation tools and ITILs Continual Service Improvement (CSI) methodology to streamline request processing and reporting.

• Stay current with ITIL advancements and updates to ensure continuous enhancement of request management practices and tools.

ABOUT YOU

• A Bachelors degree in IT (or equivalent experience).

• Proven experience in IT Operations and service management ideally within a large-scale enterprise IT environment.

• Strong practical understanding and application of major ITIL processes (e.g. Incident Request Change Management etc.).

• Experience with ITSM software development aspects including the workflow disciplines would be considered a plus.

• Proven ability to diagnose system failures troubleshoot complex technical issues and ensure continuity of operations.

• Knowledge of the Airbus application landscape is beneficial.

• Experience in Agile project management and/or SAFe (Scrum Master) certification is a plus.

• Autonomy proactivity and a strong sense of curiosity about people and new technologies.

• Negotiation level proficiency in English; other languages are an asset.

How we can support you.

Many of our staff work flexibly in many different ways including part-time. Please talk to us at the interview about the flexibility you need and well always do our best to accommodate your request.

Please let us know if you need us to make any adjustments for the selection process you can share this with your Talent Acquisition Partner if you are invited to interview. Examples may include (but not exclusive to) accessible facilities; auxiliary aids; room layout etc. Any information disclosed will be treated in the strictest confidence.

As a Disability Confident Employer Airbus UK will offer an interview to any applicant that considers themselves to have a disability or long-term condition and meets the minimum criteria of the role (as set out in the job advert). To opt in just select the option during your application submission and our Talent Acquisition team will contact you.

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

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