Digital Service Management Professional

6 godzin temu


Kraków, Lesser Poland Heineken Pełny etat

We are looking for a skilled ITSM Process Specialist to join our Digital & Technology Team at Heineken. As an ITSM Process Specialist, you will play a crucial role in driving the Incident Management process quality activities, handling Risk Log entries in ServiceNow, and coordinating ITSM practices and processes' execution.

About the Role

This is an exciting opportunity to work with a dynamic and innovative team, building the future of Heineken. You will be responsible for:

  • Driving the Incident Management process quality activities, including incident record quality in ServiceNow, SLA adherence, and more.
  • Handling Risk Log entries in ServiceNow by gathering inputs and updates from support teams and ensuring all fields are filled out correctly according to global quality standards and HEINEKEN policies and requirements.
  • Coordinating ITSM practices and processes' execution by collaborating with the Service Management team, Product Owners, and technical teams.
What We Offer
  • A challenging and dynamic work environment.
  • The opportunity to work with a global leader in the brewing industry.
  • A competitive salary and benefits package.
Requirements
  • You have experience working with established IT Service Management practices in a corporate environment.
  • You have practical knowledge of ITIL processes and practices, with certification of ITIL V3 or V4 on Foundation level being a plus.
  • You have working experience in ServiceNow ticketing tool.
  • You are passionate about ITIL Processes and Practices and its implementation in modern environments.
  • You have good communication skills.
Nice to Have
  • You have Service Desk experience.
  • You have experience in reporting and/or automation.
  • You have knowledge/experience with E-Commerce tools, which is a plus.


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