Service Request & Problem Management Process Owner

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MidFull-time·Umowa o pracę

#320031·Dodano około miesiąc temu·30

Źródło: Randstad

Tech Stack / Keywords

ServiceNowGenAI

5+ years of experience in service management, GBS operations, or shared services
Strong background in Request, Incident, and Problem Management (ITIL or ESM frameworks)
Experience managing ServiceNow environments particularly request, case, and problem modules
Proven ability to analyze operational data and translate insights into actionable improvements
Exposure to automation, AI / chatbot, and self-service enablement initiatives
Demonstrated success in cross-functional collaboration and influencing without direct authority
Relevant certifications are advantageous: ITIL v4, ServiceNow Process Owner, or Problem Management Specialist
Analytical and data-driven with a continuous improvement mindset
Customer-centric with a passion for simplifying and digitizing the user experience
Confident facilitator who can engage both business and technical teams

Own and govern the GBS Service Request Management, Case Management, Incident Management and Problem Management processes across all ServiceNow modules and service towers
Define and maintain process standards, workflows, and policies, ensuring alignment with GBS and enterprise service management frameworks
Monitor SLA and service performance, identifying root causes of recurring issues, inefficiencies, or bottlenecks
Lead problem management practices, ensuring timely root cause analysis, corrective actions, and prevention of repeat incidents
Partner with service tower leads and regional delivery teams to ensure consistent ticket categorization, routing, and resolution quality
Collaborate with the ServiceNow platform and automation teams to optimize workflows and enhance the end-user experience
Drive “shift-left” initiatives leveraging self-service portal, GenAI chatbots, and improved knowledge content to reduce ticket volume and improve first-contact resolution
Conduct trend and data analysis to identify improvement opportunities and support continuous service performance optimization
Partner with IT and Transformation leads to ensure integration of process enhancements into the broader ServiceNow roadmap

A key role in digital transformation within a strategic and rapidly growing Business Unit
Full ownership of end-to-end design, governance, and continuous improvement of GBS ticket management processes across all ServiceNow applications
An efficient recruitment process, consisting of 1-2 stages directly with the Client
An employment contract directly with the Client, with a perspective for a long-term cooperation
Annual bonus based on performance
MyBenefit platform (including subsidies for Multisport cards)
Internet and electricity allowance for remote work
Increased employer contribution to the Employee Capital Plan (PPK) - up to 3%
Additional vacation days based on your length of service
Hybrid work model (typically 2 days in the office and 3 days from home)
Flexible start times between 7:00 AM and 9:00 AM

Płatny urlop

Bonusy

Karta sportowa

Elastyczne godziny

Employment agency entry number 47

this job offer is intended for people over 18 years of age

Randstad

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