ITSM Process Specialist

Digital & Technology Team (D&T) is an integral division of HEINEKEN Global Shared Services Center. We are committed to making Heineken the most connected brewery. That includes digitalizing and integrating our processes, ensuring best-in-class technology, and embedding a data-driven culture. By joining us you will work in one of the most dynamic and innovative teams and have a direct impact on building the future of Heineken!

Would you like to meet the Team, see our office and much more? Visit our website: Heineken (heineken-dt.pl)

D&T Commerce Service Management Team is looking for a new member to strengthen our ranks. We need someone passionate about IT Service Management processes, ITIL, its implementation in Agile environment and IT Technologies in works.

ITSM Process Specialist’s duties will circle around executing on ITIL processes (Problem Management, Knowledge Management, Change Management and others), cooperation with IT partners and identifying improvement ideas based on day-to-day operations. ITSM Process Specialist will ensure that all IT services consumed by customers are delivered within agreed performance and satisfaction levels. 

Your responsibilities would include:

•  executing and facilitating on respective ITSM processes,

• operational familiarity with at least three of the ITIL processes,

• preparing and running ServiceNOW reports, 

• running the Ticket Quality Assurance process,

• supporting SDM in high-priority incidents handling,

• communicating with product stakeholders and business representatives regarding the progress of incidents,

• collaborating with various IT partners to facilitate cross-team communication,

• preparing and running ServiceNOW reports,

• participating in Service Reviews and other product-related meetings,

• identifying process improvement ideas and brainstorming them with the team,

• and any other task assigned by TL within the scope of functional responsibilities.

 You are a good candidate if you have:

• Bachelor's/Master’s degree or equivalent work experience

• at least 2 years of experience working with established IT Service Management practices in a corporate environment

• practical knowledge of ITIL processes, certification of ITIL V3 or V4 on at least the Foundation Level,

• working knowledge and experience in the ServiceNOW ticketing tool,

• experience in Incident Management, Problem Management, Change Management, Release Management, Knowledge Management, Configuration Management or Event Management,

• experience in coordinating High Priority Incidents,

• knowledge about Agile ways of working for IT products,

• passion about IT Service Management processes and their implementation in a modern environment,

• good communication skills,

• problem-solving mindset,

• ask for help/escalate where necessary - approach

• excellent written and verbal English (B2/C1 minimum).

You are a perfect match if you also have:

• ITIL OSA certificate or equivalent,

• other ITIL modules certificates,

• Agile foundation certificates (especially related to Scrum),

• Service Desk experience,

• Service NOW certification,

• experience in reporting and/or automation,

• knowledge /experience with E-Commerce tools.

At HEINEKEN Kraków, we take integrity and ethical conduct seriously. If someone has concerns about a possible violation of legal regulations indicated in Polish Whistleblowing Act or our Code of Business Conduct, we encourage them to speak up. Cases can be reported to global team or locally (in line with the local HGSS Whistleblowing procedure) by selecting proper option in this tool or by communicating it on hotline.

We Offer:

🏠 Flexible Work from Home scheme

💸 Attractive Performance Bonus

🚗 Parking Space for Employees

⏰ Flexible working hours

💳 Sodexo Card

☂ Life Insurance

➕ Employee Referral Programme

🌐 Job Opportunities within HEINEKEN

🩺 Private Medical Healthcare

⭐ Social Events