ServiceNow SPM Consultant

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)

This role is part of the Digital & Transformation (D&T, Global IT) department of HEINEKEN International. D&T is proud to bring cutting-edge innovation, strong technology and advanced analytics to HEINEKEN. With speed and agility, we ensure HEINEKEN has the technological competitive advantages it needs to deliver on its ambition.

The ServiceNow SPM Consultant, is part of the Product team – WorkflowTech and is one of the professionals who does the work of designing and delivering a releasable increment of the product at the end of each sprint. Product Teams are structured and empowered by the organisation to organise and manage their own work. The resulting synergy optimises the Product Team’s overall efficiency and effectiveness.

This role will have a specific focus on the Strategic Portfolio Management (SPM) and the Technology Specialist/ Consultant will act as the technical champion of the solution, working side by side with the business product owner.

You will be responsible for building integrated services and digitalising workflows across teams. You act as an entrepreneur in the area of understanding the stakeholder needs and realising them by co-shaping the strategy, designing solutions and liaising between third-party service providers and the Heineken offices across the globe. You furthermore ensure the services are being provided according to the SLA and manage the expectations of business partners.

Having the overview of the services provided to 80 different Operating Companies (OpCos), you identify opportunities for improving the services and initiate initiatives to improve the effectiveness of the services and efficiency of the external service providers. The Technology Specialist owns specific topics within the product teams and shapes them within the organisation, follows and adapts to market trends and brings along the stakeholders to reach success.

Your responsibilities would include:

• looking at the strategy of your own product’s features with business stakeholders and further elicit requirements, proposed improvements, design solutions, and deliver deployments. For specific features, the Sr. technology specialist is driving the strategy and actions and is seen as the authority within Heineken

• building relationships and a key-user network with different Operating Companies and Global Heineken Functions to elicit feedback and derive actionable improvements, proactively communicate, educate, increase understanding and alignment of the product and its processes

• ensuring support, maintenance, and continuous improvement through Partners and/or Service management by challenging the supplier, putting them in their role and leveraging and respecting their expertise

• working with, supporting and challenging the Business Product Owner to understand, facilitate the gathering, definition and prioritisation of requirements, working towards delivering the strategic goal of the product

• contributing collectively to the Product team in delivering user stories and contributing to the product increment, providing advice and coaching the (offshore) teams

• continuously staying up-to-date with the trends and technologies in the market on which new initiatives can be started, or current initiatives can be shaped

• creation & maintenance of a detailed view of existing architecture

• aligning SPM/tooling capabilities to business strategy, roadmap and other platform capabilities such as the CMDB

• leading the development Team in the implementation of technical good practices, policies and procedures

• architectural controls and analysis of impacts for new requirements

• staying current on ServiceNow products and applicable integrated technologies.

You are a good candidate if you have:

• 5+ years of experience in the Service Management area and with the related tools

• experience leading the implementation of technical solutions and driving the associated (complex) organisational change

• agile mind-set and working experience in Agile delivery, Scrum experience is plus. You show end-to-end ownership of work that you do

• pragmatic can-do mentality; with a good balance between having an eye for detail and making things work

• eagerness to learn and master new skills and knowledge

• Bachelor's and/or Master’s degree in IT or equivalent experience

• experience as a technical consultant who is responsible for the design of the product.

• sstrong technical background with experience in one or more IT areas.

• deep Technical knowledge of ServiceNow (SPM, ITSM, ITOM, CMDB, CSDM, Virtual agent, data management, etc.) – ServiceNow certified

• deep knowledge of Service Management processes (ITIL, CMDB, CSDM) - certified

• good general understanding of IT infrastructure (Cloud and hosting, network, end user services)

• background and experience with designing technology with a focus on user experience mostly in the area of ServiceNow

• strong cultural awareness and experience working with multinational and multicultural teams of 3 years

• experience in improving the services provided by managing the stakeholders

• proven experience as a testimony to your ability to solve problems with resourceful solutions

You are a perfect match if you also have:

• experience with vendor transitions and driving big change management programs

• architectural experience with ServiceNow

• strong change management skills / ability to drive initiatives with sr. stakeholder involved and with conflicting interest

• excellent communication skills (both verbal and in writing): ability to communicate well with technical and non-technical people

• strong analytical and quantitative skills, highly structured

• team player mindset and ability to work effectively at all levels of the product teams with the ability to influence others to move toward consensus.

• ability to identify and understand multiple stakeholder perspectives and “truths” and bring an open mind to understanding and build on the views of others

• awareness of emerging technologies, industry trends and evaluate them for applicability

• ability to manage and drive from the technical side initiatives, POCs, projects.

We offer:

• Flexible work from home scheme

• Attractive performance bonus

• Parking space for employees

• Flexible working hours

• Pluxee card

• Life insurance

• Employee referral programme

• Job opportunities within HEINEKEN

• Private medical healthcare

• Social events

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.