Senior ITSM Process Specialist (Change Enablement)

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

Your responsibilities would include:
• coordinating end-to-end Change Enablement practice’s execution by collaborating with Product Owners, technical teams and facilitating input of Changes for different Products
• evangelizing for Change Enablement throughout organization, clarifying value, framework, governance and ways of working
• handling Change requests in ServiceNOW by gathering inputs from support teams, making sure all the fields are filled out correctly according to global quality standards and HEINEKEN policies and requirements
• working with stakeholders from various parts of the organization – discuss Change Enablement progress, approvals needed to proceed and risks related to changes & deployment
• actively searching for new, more efficient ways to drive the change enablement forward including new technologies, methodologies and continuous process improvement.

You are a good candidate if you have:
• Bachelor/Master’s degree or equivalent work experience
• over 3 years of experience working with established IT Service Management practices in a
corporate environment
• practical knowledge of and experience in Change Management/Enablement, with
certification of ITIL V3 or V4 on at least Foundation Level
• working knowledge and experience in ServiceNOW ticketing tool
• experience in coordinating Change Management process across various stakeholders
• knowledge about Agile ways of working for IT products
• passion about Change Management and its implementation in modern environment
• good communication skills
Nice to have:
• ITIL V4 PIC 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 is a plus
We Offer: