About the Client
Our client is a provider of IT solutions, systems, hardware and software services in banking sector. It operates data centres, bank systems, POS terminals and HW (servers and PC) and is responsible for development, implementation, support and servicing of banking software and its operations in Central and Eastern Europe.
About the Role
The Service Management and Controls team provides a central monitoring and reporting solution but also has within responsibility the IT Service Management processes and procedures in order to ensure the reliable and highly available operation of our IT as well as application services.
You will be part of a team of IT Service Managers where close collaboration is fostered, decisions are made in sync and communication is done to other areas and stakeholders actively.
We are looking for an IT Service Management specialist with process expertise in the area of central ITIL that ideally covers knowledge and capabilities overall for Change, Incident, Problem, Configuration, Capacity, Release and Deployment.
Responsibilities
- Continuous consideration of possible process improvements and support for them (by adhering to the latest frameworks of ITIL)
- Work closely with other process managers in accomplishing the backlog of improvements and projects to implement and support effective solutions for ITSM
- Incorporating Cloud services into existing ITSM processes and procedures, ensuring seamless service delivery and operational continuity, as well as regulatory compliance
- Capability to develop and execute a plan for transitioning ITSM processes to support a cloud-first strategy, including risk assessment, stakeholder engagement, and change management
- Integrate and increase automation of processes in ServiceNow
- Have a data driven approach of the processes and process quality (examine data quality, analyze KPIs) and implement necessary measures
- Consulting stakeholders and supporting implementation of new projects while adhering to our processes
- Conduct trainings and developing learning modules for core ITSM Processes
Requirements
- A completed education (HTL, FH, university and/or experience in the bank IT environment)
- You bring a high problem-solving ability, speak the language of the different internal and external stakeholders
- Proficient in utilizing ServiceNow for IT Service Management and process automation
- Proven experience in IT Service Management (ITSM), including process design, implementation, and optimization in line with ITIL or similar framework
- Solid understanding of integrating SaaS, PaaS and IaaS processes into ITSM practices
- You have a solution-oriented mindset and continuously look for opportunities to improve processes and way of working
- You are familiar with Kanban and working with OKRs
- You have a very good command of English
Nice to Have Skills
- You understand how to bring people together, communicate goals and bring about decisions
- German language is an advantage