Dev Ops Engineer B

Language : English and Dutch mandatory
ZZP Allowed : No
As a Senior DevOps Engineer for Rabobank’s IT Service Management (ITSM) Platform, you play a key role in ensuring that users experience a smooth and intuitive journey while working with the platform across all ITIL processes (Incident-, Problem-, Request-, Change- and Asset Management). Your responsibilities include handling support tickets raised by end users and delivering optimized, scalable process implementations on the platform.

Our ITIL processes follow standardized Process Model Definitions. You are responsible for ensuring that each process is correctly translated and implemented on the platform, in close alignment with our Delegated Process Owners.
The Platform itself is vendor managed and cloud based, meaning you are not responsible for system lifecycle management or infrastructure upkeep. Instead, you focus on configuration, process implementation, and continuous improvement. You will work in a DevOps squad that uses out of the box platform capabilities to deliver value. The platform requires 24/7 availability, so standby/on call shifts are part of the role.

No deep technical background is required due to the platform’s intuitive nature. However, SQL knowledge is an advantage, as many underlying configurations and logic elements rely on SQL statements. Experience with the flow-based structure of runbooks
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Key Responsibilities:
• Implement smart, scalable services using out of the box capabilities of the ITSM platform, guided by Process Model Definitions and automation best practices.
• Provide consultancy and support to end users of the platform.
• Advise on request fulfilment and promote self service through the ITSM Portal.
• Support service owners who deliver their services via the platform.
• Handle and resolve tickets assigned to your squad by platform consumers.
• Collaborate with your squad and Product Owner on continuous improvements—proactively identifying opportunities to enhance the user experience.
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Qualifications:
• Strong analytical skills to identify bottlenecks and improvement opportunities.
• Strong communication skills
• Solid problem solving abilities to connect information and determine root causes.
• Knowledge of ITIL principles.
• A flexible mindset—willing to step in where needed, even outside your direct area of expertise.
• Ability to write clear and structured documentation for both end users and squad members.
• Able to work independently while engaging the right stakeholders when needed.
• Experience with any ITSM platform (e.g., Service Manager, ServiceNow, Halo) is a plus.
• SQL experience is a plus.
• Basic REST API knowledge is required.