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Job Description

Are You Ready to Make It Happen at Mondelēz International?

Join our Mission to Lead the Future of Snacking. Make It Uniquely Yours.

You provide software and application knowledge to support implementation of the given solutions.

How you will contribute

You will ensure that delivered services are optimized to meet business demands and the service operations strategy, plan, measure, report and communicate service improvement initiatives, and serve as a consultant on issues and resolutions. You will also recommend actions that can be taken to optimize investments and benefits and to mitigate risks. This role will require you to identify suppliers, evaluate them, on-board new vendors, establish and run vendor governance; collaborate with management and follow-up on requisitions, purchase orders, invoices, and payments; work with project resources to provide design collateral and to configure software components so they are aligned with security policy and governance; and ensure adherence to development and configuration standards and processes.

What you will bring

A desire to drive your future and accelerate your career. You will bring experience and knowledge in:

• Working collaboratively with multiple vendors

• Leading complex projects - project management

• Stakeholder management and influencing skills

• Managing infrastructure services delivery, support and excellence

• Working in global IT function with regional or global responsibilities in an environment like Mondelēz International

• Working with IT outsourcing providers using frameworks such as the IT Infrastructure Library

• Working with internal and external teams and leading when necessary

Knowledge Management is the core fundamental block which enables multiple ITSM Process Areas and Services to deliver successful results. Knowledge resides at the centre of all these services to deliver effective, efficient and quality results. Some of the ITSM Process Areas and Services which are directly and indirectly enabled by Knowledge Management are - Service desk, Incident Management, Request Management, End User Experience, Escalation Management, Driving Shift Left opportunities, Help end users get the right answer faster. etc

ITSM Knowledge Management Lead will be responsbile of oversee the creation, organization, and utilization of knowledge assets within our Information Technology Service Management (ITSM) framework.

Responsible for ensuring that critical knowledge is captured, documented, and made readily available to support efficient incident resolution, problem management, and service improvement initiatives. Your role is pivotal in fostering a culture of continuous learning and improvement within the ITSM domain.

Are You Ready to Make It Happen at Mondelēz International?

How you will contribute

You will:

• Develop and implement strategies for effective knowledge management within the ITSM framework.

• Establish and maintain knowledge management processes and procedures, including knowledge capture, documentation, validation, and dissemination.

• overseeing the management and leadership of a third-party knowledge management (KM) team and ensuring they are delivering a high-quality knowledge service while ensuring alignment with organizational objectives and facilitating effective collaboration with the third-party team.

• Collaborate with all cross-functional MDS teams to identify knowledge gaps and prioritize content creation, and explain how knowledge is very important to be easily available to end users.

• Lead the creation and maintenance of knowledge articles, FAQs, best practices, and other knowledge assets.

• Keep the support service desk team updated by providing the right updates for the service desk agent scripts, ensuring that frontline agents have access to the most current and relevant information to assist users effectively.

• Regularly review and update knowledge content to ensure its accuracy, relevance, and currency.

• Facilitate knowledge trainings sessions and team collaborations to encourage IT staff to adopt knowledge management practices.

• Monitor and analyze key performance indicators (KPIs) related to knowledge management effectiveness and make recommendations for improvement.

• Provide IT staff with guidance and support on how to effectively access and utilize knowledge resources.

• Stay abreast of industry trends and emerging technologies in knowledge management and recommend innovative approaches to enhance our practices.

• .Ensuring compliance with legal, regulatory, and ethical standards when managing organizational knowledge. This includes overseeing data protection policies and other guidelines that affect how information is handled.

What you will bring

A desire to drive your future and accelerate your career. You will bring experience and knowledge in:

'• Bachelor’s degree in Information Technology, Computer Science, or related field

• Minimum of 5 years of experience in IT service management, with at least 3 years focused on knowledge management, Strong understanding of ITIL framework and its principles,

• Experience with Service Management tools (e.g. Remedy, Service Now)

• Proactive and positive mindset, solution-focused and able to work in a dynamic environment

• Strong demonstrated customer service oriented and personal interaction skills.

• Proven ability to prioritize, multi-task and work within a demanding, high volume Service Delivery environment

• Oral and written fluency in English with Excellent communication and interpersonal skills.

• Demonstrated leadership capabilities, with experience in leading cross-functional teams.

• Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities effectively.

Within Country Relocation support available and for candidates voluntarily moving internationally some minimal support is offered through our Volunteer International Transfer Policy

Business Unit Summary

At Mondelēz International, our purpose is to empower people to snack right by offering the right snack, for the right moment, made the right way. That means delivering a broad range of delicious, high-quality snacks that nourish life's moments, made with sustainable ingredients and packaging that consumers can feel good about.

We have a rich portfolio of strong brands globally and locally including many household names such as Oreo , belVita and LU biscuits; Cadbury Dairy Milk , Milka and Toblerone chocolate; Sour Patch Kids candy and Trident gum. We are proud to hold the top position globally in biscuits, chocolate and candy and the second top position in gum.

Our 80,000 makers and bakers are located in more than 80 countries and we sell our products in over 150 countries around the world. Our people are energized for growth and critical to us living our purpose and values. We are a diverse community that can make things happen—and happen fast.

Mondelēz International is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation or preference, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.

Job Type

Regular

Software & Applications

Technology & Digital

At Mondelēz International, our purpose is to empower people to snack right through offering the right snack, for the right moment, made the right way. That means delivering a broader range of delicious, high-quality snacks that nourish life's moments, made with sustainable ingredients and packaging that consumers can feel good about.

We have a rich portfolio of strong brands – both global and local. Including many household names such as Oreo, belVita and LU biscuits; Cadbury Dairy Milk, Milka and Toblerone chocolate; Sour Patch Kids candy and Trident gum. We are proud to hold the number 1 position globally in biscuits, chocolate and candy as well as the No. 2 position in gum

Our 80,000 Makers and Bakers are located in our operations in more than 80 countries and are working to sell our products in over 150 countries around the world. They are energized for growth and critical to us living our purpose and values. We are a diverse community that can make things happen, and happen fast.

Join us and Make It An Opportunity!

Mondelez Global LLC is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected Veteran status, sexual orientation, gender identity, gender expression, genetic information, or any other characteristic protected by law. Applicants who require accommodation to participate in the job application process may contact 847-943-5460 for assistance.