Description du poste

Service Engineer (M/F)

Empower Talents & Careers is recruiting a Service Engineer (M/F) for a client in the mining sector.

Main purpose:

The Service engineer has responsibility for service delivery in Cote D’Ivoire and the Group’s ServiceNow service.
He/She is responsible for the implementation, adoption and continuous improvement of the ServiceNow ITSM platform and optimising its value to Resolute. He/she is the Process Owner for key ITSM disciplines. The primary purpose is to leverage the tool to ensure that core processes like Incident, Problem, and Change Management are highly effective, provide useful reporting, and align with business goals, elevating the quality and efficiency of IT service delivery throughout Resolute.

Drive and implement the adoption of the ServiceNow platform to support and enhance the service provided by other functions as required.
Key responsibilities:

Sustainability

•Strict compliance with health, safety and environment.
• Use the right tools and proactively report risks.
•Actively support HSE initiatives.
Commerciality
•Contribute to company objectives.
•Make decisions aligned with KPIs and deadlines.

Leadership
•Always perform at your best and collaborate effectively.
• Act with respect, honesty and integrity.

Stakeholder collaboration
• Take guidance from IT leadership.
•Train and support users on ServiceNow.
• Extend platform usage across business functions.
•Manage vendors and licensing.

Service analysis
•Monitor IT services against SLAs and KPIs.
•Ensure effective incident, problem and change management.

Platform strategy & governance
• Define and execute ServiceNow roadmap.
•Establish governance standards.
• Manage lifecycle, upgrades and access security.

Process improvement
•Analyse data and resolve bottlenecks.
•Define and improve ITSM processes aligned with ITIL.
•Promote adoption and compliance within teams.
Reporting & analytics
•Deliver dashboards and reports in ServiceNow.
•Analyse trends and provide insights for decisions.
• Communicate results clearly to stakeholders.

Knowledge management
•Establish knowledge base creation and maintenance.
• Promote knowledge-centred service.
• Track usage and value of knowledge articles.

Process maturity
•Build a predictable and efficient IT organisation.
•Track KPIs (resolution time, success rates).
•Implement maturity models.

Profil du poste

Qualifications / Experience & skills:

•Degree in IT, Business Administration or equivalent.
• ITIL Foundation required, ITIL v4 advanced preferred.
•ServiceNow CSA; Implementation Specialist a plus.
• Fluency in English.
• International exposure.
•Strong ServiceNow expertise (ITSM modules).
• Process design and ITIL knowledge.
• Reporting and analytics skills.
•Mining industry experience is a plus.

Other information :
• Office-based with occasional travel.
• Flexibility for evening/weekend work.
• Strong communication, problem-solving and collaboration.
• Integrity, respect and awareness of impact.

Application file:
• Upload your CV to this website
• Professional references must appear on your CV (if available)

Dossiers de candidature

Apply to: https://empowertaca.com/emplois/service-engineer-m-f/1254
If your application is successful, an EMPOWER consultant will contact you to collect the following additional information:
• Cover letter
• Copy of diplomas/certificates
For more information or if you have any difficulties submitting your application, please contact us at the following number: (+225) 0779048205