ITSM Process Specialist
7 godzin temu
Welcome to Heineken, a global leader in the brewing industry. We are committed to making Heineken the most connected brewery, and our Digital & Technology Team (D&T) plays a vital role in achieving this goal.
About UsWe believe that technology has the power to transform our business and drive growth. Our D&T team is responsible for digitalizing and integrating our processes, ensuring best-in-class technology, and embedding a data-driven culture.
Your Responsibilities- You will coordinate ITSM practices and processes' execution by collaborating with the Service Management team, Product Owners, and technical teams.
- You will drive the Incident Management process quality activities, including incident record quality in ServiceNow, SLA adherence, and more.
- You will handle 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.
- 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.
- 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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