Senior ITSM Process Specialist

<p><b>Digital &amp; Technology Team (D&amp;T)</b> 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!<br/> <b>Would you like to meet the Team, see our office and much more? Visit our website: </b><a href="https://heineken-dt.pl/en">Heineken</a><br/> <br/> <b>Your responsibilities would include:</b></p> <p> </p> <ul> <li>coordinate end-to-end Problem Management process’ execution by collaborating with technical teams and facilitating Problem tickets resolution</li> <li>perform Root Cause Analysis together with the support teams and summarize the conclusions in non-technical language</li> <li>handle Problem tickets in ServiceNOW by gathering inputs from support teams, making sure all the fields are filled out correctly according to global quality standards and by overseeing Problem ticket lifecycle</li> <li>work with stakeholders from various parts of the organization – discuss Problem investigations’ progress, approvals needed to proceed and risks related to unmitigated root causes.</li> <li>perform proactive analysis of incident tickets with the goal to capture pain points and potential risks to the service’s stability</li> <li>use Problem Management methods to ensure smooth and efficient investigations (5 WHYs, Ishikawa fishbone, Kepner-Tregoe)</li> <li>actively search for new, more efficient ways to drive the problems’ investigation forward including new technologies, methodologies and continuous process improvement.</li> </ul> <p><br/> <b>You are a good candidate if you have:</b></p> <p> </p> <ul> <li>Bachelor/Master’s degree or equivalent work experience</li> <li>over 3 years of experience working with established IT Service Management practices in a corporate environment</li> <li>a practical knowledge of and experience in Problem Management, with certification of ITIL V3 or V4 on at least Foundation Level</li> <li>working knowledge and experience in ServiceNOW ticketing tool</li> <li>experience in coordinating High Priority Incidents</li> <li>knowledge about Agile ways of working for IT products</li> <li>passion about Problem Management and its implementation in modern environment</li> <li>good communication skills</li> <li>problem-solving mindset</li> </ul> <p> </p> <p><b>Nice to have:</b></p> <p> </p> <ul> <li>ITIL OSA certificate or equivalent</li> <li>other ITIL modules certificates</li> <li>Agile foundation certificates (especially related to Scrum)</li> <li>Service Desk experience</li> <li>Service NOW certification</li> <li>experience in reporting and/or automation</li> <li>knowledge/experience with E-Commerce tools is a plus</li> </ul> <p> </p> <p><b>We offer:</b></p>