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)
D&T Integrated Service Management Team is looking for a new member to strengthen our ranks. We need someone passionate about IT Service Management processes, ITIL, its implementation in Agile environment and IT Technologies in works. ITSM Problem Manager's duties will focus on executing Problem Management process in practice - coordinating Problem tickets, facilitating RCA investigations, supporting technical teams in diving deep into finding the root cause as well as contributory causes for high priority incidents. Being a process expert, ITSM Problem Manager will that the process is followed and will work together with the team of Problem Managers to identify process improvements and implement them for Heineken global organization.
Your responsibilities would include:

Executing and facilitating on ITSM Problem Management
Coordinating RCA investigations for high profile Incidents
Working with various stakeholders (technical, business, process) on analysing the incidents in search of a root cause and contributory causes
Using modern Problem Management methods to help with RCA investigations
Presenting Problem investigation results and conclusions to major stakeholders and senior management
Collaborating with Problem approvers while progress problem investigations from one stage to the other
Using Service NOW data, reports and dashboard in day-to-day work with the goal to increase efficiency in problem investigations
Identifying process improvement ideas and brainstorming them with the team. Working closely with Process Owner on finetuning and implementing the ideas
Providing training and process guidance to wider organization in order to increase organization's process maturity.

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
At least 2 years of experience working in a role of Problem Manager (or an equivalent)
Practical knowledge of ITIL processes, certification of ITIL V3 or ITIL 4 on at least Foundation Level
Working knowledge and experience in ServiceNOW ticketing tool
Experience in Incident Management, Problem Management, Change Management, Release Management, Knowledge Management, Configuration Management or Event Management
Knowledge about Agile ways of working for IT products
Passion about IT Service Management processes and their implementation in modern environment
Good communication skills
Problem-solving mindset
ITIL OSA 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
Excellent written and verbal English (B2/C1 minimum).

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. #LI-HYBRID