ITSM Problem Manager

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
• collaborate 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)