IT Operations Specialist

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)
The IT Operations Specialist supports the Operations Team within D&T Commerce, focusing on post-go-live operations of digital solutions. This role combines technical, analytical, and communication skills to manage incidents, request and changes, support Dynamics 365 configurations, and deliver business insights. The specialist ensures smooth operations, user satisfaction, and continuous improvement of deployed solutions.

Your responsibilities would include:
• serving as the main point of contact for Operating Companies regarding operational issues
• monitoring deployment status and user satisfaction across supported platforms
• supporting change management and business expectation alignment
• configuring and supporting Dynamics 365 modules and minor enhancements
• reviewing feature usage and collaborate with Dev teams
• maintaining and enhancing the central knowledge base
• documenting recurring issues and solutions for future reference
• supporting onboarding and training using dedicated materials
• requirements gathering & analysis – assisting in collecting, analyzing, prioritizing, and documenting business requirements in collaboration with Product Owners, Product Teams, and Stakeholders
• translating business needs – contributing to the definition of user stories, assist in backlog maintenance, and refine epics, features, and use cases.
• Collaboration & Communication – supporting clear communication between Product Teams and Stakeholders (Product Owners, Developers, DevOps, Tech Leads, Architects, and Key Users)
• Process & Technology Improvement – learning how to assess processes and tools, understand their impact, and support improvement initiatives
• Continuous Learning & Knowledge Sharing – enhancing analytical skills, adopt best practices, and stay up to date with emerging technologies
• Cultural Adaptability – working effectively in a multicultural environment, demonstrating respect for diverse perspectives.

You are a good candidate if you have:
• Bachelor’s or Master’s degree or equivalent professional experience
• 2–3 years of relevant experience in IT operations or business analysis roles
• practical knowledge of ITIL processes, especially Incident Management and Service Request Management
• experience with ServiceNOW or similar ticketing tools
• experience with Dynamics 365 (Sales, Customer Service, Field Service), including module configuration and feature analysis (fundamental level)
• analytical mindset and problem-solving skills – ability to analyze data, identify patterns, and draw meaningful conclusions
• Willingness to learn stakeholder management and support communication with business and technical teams
• general understanding of Agile and Scrum methodologies
• excellent communication and collaboration abilities
• facilitation, presentation, and analytical skills
• ability to work in a fast-paced environment with rapid release cycles
• experience in reporting and automation is a plus
• service desk experience is a plus
• knowledge of e-commerce tools and solutions is a plus
• excellent written and verbal English 
• ability to work from the HEINEKEN office in Krakow at least 5 days per month
• experience in Application Development Environment and lifecycle
• experience in Cloud Platforms and CRM – MS Dynamics 365 or similar CRM platforms
• knowledge of Project Management Tools - Jira, Azure DevOps, Confluence
• knowledge of Project Methodologies and Frameworks - Agile and Scrum.
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