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 

ASML is an Equal Opportunity Employer that values and respects the importance of a diverse and inclusive workforce. It is the policy of the company to recruit, hire, train and promote persons in all job titles without regard to race, color, religion, sex, age, national origin, veteran status, disability, sexual orientation, or gender identity. We recognize that diversity and inclusion is a driving force in the success of our company.

Need to know more about applying for a job at ASML? Read our frequently asked questions.