ServiceNow Problem and Knowledge Manager

2 tygodni temu

Krakow, Polska Amer Sports Global Business Services Pełny etat

technologies-expected :
ServiceNow

about-project :
As the ServiceNow Problem and Knowledge Manager, you will be the Process Owner of our Problem and Knowledge Management processes. Your role will be crucial in configuring Problem Management settings, acting as a Problem Coordinator, and ensuring problems are permanently resolved or prevented. Additionally, you will perform administrative functions for the knowledge bases, managing categories, pinning important articles, and approving changes.

responsibilities :
In this dynamic position, you'll wear two crucial hats: Problem Coordinator and Knowledge Management Expert. You'll be responsible for tackling complex IT issues, ensuring permanent solutions, and fostering a thriving knowledge base that empowers our users.
Problem Management:
Problem Assessment: Ensure problems are genuine, analyzing and validating issues with precision.
Monitoring and Control: Take charge of detecting, recording, assigning, escalating, and resolving problems, ensuring seamless operations.
Team Coordination: Lead technical and service support teams, making critical decisions on fixes and managing associated risks with confidence.
Comprehensive Documentation: Create detailed problem documentation, and publish effective workarounds and known error articles to streamline resolutions.
Quality Assurance: Conduct thorough reviews of problems, ensuring high standards of quality and completeness.
Knowledge Management:
Category Management: Define and manage knowledge categories, orchestrating the day-to-day knowledge management processes with finesse.
Content Excellence: Review and refine submitted knowledge articles, ensuring they meet the highest standards of content quality and accuracy.
Expert Collaboration: Collaborate with support team experts to validate content, ensuring it meets user needs and technical accuracy.
Innovative Solutions: Identify and develop new content and solutions, addressing the evolving needs of end users.
Template Mastery: Design and maintain intuitive knowledge templates, encouraging a culture of contribution and shared expertise.
Process Ownership:
Visionary Leadership: Define and drive the overall mission, continuously improving the Problem and Knowledge Management processes.
Strategic Goal Setting: Establish and communicate clear process missions, goals, and objectives, aligning with organizational vision.
Detailed Documentation: Develop and maintain comprehensive process and procedure documentation, ensuring clarity and accessibility.
Empowered Team: Ensure proper staffing and provide robust training, empowering the team for successful process execution.
Consistent Excellence: Maintain consistency in process execution, ensuring high standards and reliability.

requirements-expected :
Strong knowledge of ITSM processes; ITIL Certificate v4 is a valuable asset.
Over 5 years of experience in IT service management or a minimum of 2 years in a similar role, demonstrating a solid track record of success.
Extensive hands-on experience with ServiceNow, showcasing your ability to navigate and optimize the platform.
Highly energetic and collaborative, with exceptional interpersonal skills to foster a positive and productive team environment.
Outstanding written and verbal communication skills in English, at least C1 level.

offered :
Discounts on Quality Products: Benefit from compelling discounts on our own-brand products (including Salomon, Atomic, Peak Performance, and more).
Meaningful Projects: Contribute to responsible projects with dedicated teams, making a real impact and driving positive change.
Continuous Learning: Access our e-learning platform with a wealth of engaging learning content to expand your knowledge and skills.
Engaging Company Culture: Experience a workplace with a strong team spirit and an open, appreciative culture, where you'll feel valued and part of a supportive community.
Smooth Transition: Benefit from a comprehensive onboarding program designed to help you integrate seamlessly into our organization.
Career Growth: Elevate your career in the IT department.
Global Exposure: Collaborate with a diverse, international team.
Work-Life Balance: Enjoy flexibility, including hybrid work options, for a harmonious work-life balance in our modern and well-connected Kraków office.
Employee Perks: Access a range of benefits such as discounts on Amer Sport's’ products, Udemy self-learning, private medical care, life insurance, bonuses, and more, all focused on your well-being.
Inclusive Culture: Embrace a relaxed atmosphere without formal dress codes. Join us for annual events, and unwind in our chillout room with foosball and gaming consoles.
Global Impact: Engage in diverse and challenging projects alongside colleagues from varied backgrounds.

benefits :
sharing the costs of sports activities
private medical care
sharing the costs of foreign language classes
sharing the costs of professional training & courses
life insurance
remote work opportunities
flexible working time
fruits
corporate products and services at discounted prices
integration events
corporate sports team
corporate library
no dress code
video games at work
coffee / tea
drinks
parking space for employees
leisure zone
extra social benefits
holiday funds
employee referral program
charity initiatives
Volunteer days

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