Process Manager - Service ManagementLocation: Łódź, Poland Apply Now!


   Role description:


To drive the Knowledge/Problem/Change/Incident Management process, monitor its effectiveness and make recommendations for improvement. Ultimately to improve service through the comprehensive knowledge base / knowledge articles and / or training content.





Accountability:




Process



Monitor, maintain and ensure compliance to the Knowledge/Change/Incident management process.


Continually review the Knowledge/Change/Incident process and associated activities for efficiency and effectiveness, and make recommendations for improvement.


Service Level



Undertake initial investigation to determine scope and details of knowledge required and update accordingly.


Assess and classify new problem records, ensuring that sense and respond codes are applied – close those records not identified to be ‘real’ problems, e.g. those with a solution entered in the knowledge database.


Initiate and manage development of necessary and justified permanent solutions.



 Management reporting


In collaboration with the Service Desk resolver groups, check, investigate and analyse statistics to identify historical trends and knowledge gaps and provide relevant support / content.


Team working


Participate in regular reviews to resolve issues / review processes with:




a. Service Desk Team Managers


b. Service Desk Operations Managers


c. Service Desk Agents


d. Service Delivery Managers (Account team)



Ensure that incident management staff are advised on the best available knowledge articles for incidents / requests / change orders.


Accept problems identified by Service Desk Agents / Incident Managers and open new problems records if necessary.



Ensure regular progress updates are being placed in the Knowledge/Problem/Change/Incident databases by resolvers, customer or / and Fujitsu problem records if necessar


 Ensure regular progress updates are being placed in the problem record by resolvers / problem managers, recording resources used and action taken.


 Allocate resource to problems and assign the records over to appropriate resolver groups.


 Where a problem requires work from multiple resolver groups, maintain ownership of the problem record and co-ordinate resolution.


 Where a known error and workaround has been identified, assist the resolver group in assessing whether permanent fix required and / or justified invoke change process if required.






 



   


 















Skills required:

Extensive knowledge of ITIL standards and practices

Strong interpersonal and people management skills with ability to influence others

Proficiency in English

Relevant experience in IT industry

      

  What we offer:


An interesting job in one of the largest IT companies
Numerous development opportunities
Challenging work environment
Competitive salary
Additional benefits including private medical care and Multisport/OK system cards





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