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Service Integration and Management Analyst

The Coca-Cola Company

  • Location: Sofia, Bulgaria - BGR
  • Post Date: 1/14/2019
  • Job Type: FULL TIME
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Job ID: R-21903

Position Overview:

Function Specific Activities:

Education Requirements: 

·       Bachelor's degree in Computer Science or related field or relevant working experience

·       Six-sigma or Lean Management certifications a plus


Related Work Experience:  3+ years of experience

·       Excellent process skills. Proven ability to deploy effective process, understand process costs, and seek opportunities for continuous improvement

·       Experience of working in a multi-sourced environment with service integration across different suppliers, aimed at delivering effective operations and meeting agreed upon service levels

·       Excellent knowledge of Microsoft Office and reporting/analytic tools

·       Excellent verbal, written and oral communication skills

·       Knowledge of Agile, DevOps, and ITL v3 frameworks

·       Knowledge of Six-Sigma and Lean Manufacturing / Lean Development techniques

·       Understanding of standard business processes and data flow within a functional area.

·       Experience with public and hybrid cloud infrastructure

Job Requirements:

Function Related Activities/Key Responsibilities
· Process Documentation
o Ensure that Service Management processes are clearly documented
o Ensure that SLA targets are clearly documented and shared across different IT Operations areas
o Help managing Service Management Intranet site
· Operations Monitoring
o Ensure that each Tower has comprehensive and automated reporting for alerts and incident detection
o Ensure that all feeds are monitored and actioned as appropriate
o Ensure that alerts thresholds are regularly reviewed and updated as needed
· Metrics collection and reporting
o Ensure that metrics and performance statistics are collected from different Operations support teams
o Regularly publish metrics and performance statistics in a dashboard-like format
o Cooperate with different Operations team to automate metrics collection and reporting over time
· CMDB management
o Ensure ongoing management of the ServiceNow CMDB platform
o Enforce the process to maintain accurate CMDB data
o Cooperate with other teams as needed to integrate CMDB in broader Corporate monitoring platforms
· Continuous Improvement
o Ensure continuous improvement of the processes in the areas of direct responsibility
o Collaborate with Operations teams to make sure they continuously improve processes in their respective areas

Years of Experience:

Growth Behaviors:

  • GROWTH MINDSET: Demonstrates curiosity. Welcomes failure as a learning opportunity.
  • SMART RISK: Makes bold decisions/recommendations.
  • EXTERNALLY FOCUSED: Understands the upstream and downstream implications of his/her work. Tracks and shares external trends, best practices or ideas.
  • PERFORMANCE DRIVEN AND ACCOUNTABLE: Has high performance standards. Outperforms her/his peers.
  • FAST/AGILE: Removes barriers to move faster. Experiments and adapts. Thrives under pressure and fast pace.
  • EMPOWERED: Brings solutions instead of problems. Challenges the status quo. Has the courage to take an unpopular stance.

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