Team Member IT Workplace Hardware DevOps-team Veldhoven, Netherlands

The ASML IT division supports information management, workplace and collaboration facilities, infrastructure, automation and optimization of key business processes across ASML. The ICT infrastructure, hardware and applications are absolutely mission-critical for almost all ASML’s internal- and external activities. Currently the ASML IT department is in an Agile Transformation. SAFe is chosen as the scaling framework. 

Job context 

Your teammates and environment: 
This role is situated in IT End-User Services, which is part of the ‘Core IT’ domain. Our people are proud to be best in class in enabling ASML's employees in their challenge to deliver high class services to our customers around the world. The Core IT portfolio exists of various ARTs and is growing. The teams are a mixture of young talent and senior specialists with a strong focus on delivering business value for our stakeholders. 

IT User Support (Veldhoven - Netherlands) 

The Agile Release Train (ART) User Support Services provides a wide scope of services, varying from IT On Site Support, 24x7 IT Service Desk, IT Executive Support, asset life cycle management. 

The IT User Support team aims to provide a quick, personal, easy to reach and effective support to users, with a uniform experience around the world, where flexibility and transparency are key components while assisting users. 

Job Description 

Building and maintaining high quality products and services together with fellow Agile team members, Product Owner and Scrum Master, committed in the Program Increment (PI) Planning of the ART. Creating value for our customers by designing, building, integrating, testing, deploying and maintaining the products and services in the area of User Support Services. 

The team where you will join, specifically focusses (not extensively) on: 

• Incidents 

• Enabling and improving IT Service Desk and On Site Support agents on their daily job 

• Onboarding / Offboarding 

• Ordering and delivery of IT equipment 

• IT Workplace hardware requests for 

• Assets 

• Consumables  

• Order guides  

• Hardware Asset Management (HAM) Modules for IT Workplace Equipment 

• Procurement 

• Receiving goods 

• Stock 

• Request fulfillment 

• Operations (Monitoring, support, reporting, lifecycle replacement) 

• Disposal 

Your key responsibilities 
E2E ownership of Agile Team Scope as agreed in the design of the ART: 

• Follow UX /UI guidelines to build processes for end-users 

• Create work instructions, training material, mock ups to train IT Service Desk colleagues globally 

• Provide trainings to IT Service Desk colleagues 

• Test thoroughly in non-prod environments  the team deliverables to ensure no disruption of operations with each release 

• Understand your customers (both end-users, IT Service Desk agents & other teams) to build better fit to purpose products 

• Participate on Agile rituals at team level  such as Daily standup, sprint planning, retro & reviews 

• Participate on Agile rituals at ART level  such as PI Planning and system demo 

• Developing and committing to Team PI objectives and goals 

• Challenging team members in view of quality, timing, efficiency and sticking to the Definition of Done (DoD) 

• Knowing the guiderails and follow them (ART or Competence specific) 

Education 

Bachelor/ Master 

Experience 

Who are we looking for? 
 

We are looking for an enabler, a professional who has a strong background in user support, and/or service management roles. Of great importance is your end to end user experience way of thinking. Having acted in Enterprise agile environments is a benefit for success. 

Skills 

• ServiceNow knowledge specifically on Hardware Asset Management is a pre 

• ServiceNow development skills & reporting are preferred 

• Easily adapt your message based on your audience 

• Structure and process oriented mindset with attention to details 

• Out-of-the-Box thinking & willingness to learn 

• Pro-actively provide (automation-) improvement proposals to optimize existing processes 

• Team player, mostly being on-site with the team for collaboration and transfer of activities