Senior ITSM Process Specialist (OTSM Tooling)

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-dt.pl

Your responsibilities would include: 
• coordinating end-to-end ITSM Tooling needs and practices execution by collaborating with the Service Management team, Product Owners, technical teams and facilitating input of all ITSM processes for different Products
• evangelizing for ITSM Tooling throughout organization, clarifying value, framework, governance and ways of working
• handling change requests for ServiceNOW and JIRA by gathering inputs from support teams, making sure requests are complete, feasible and applicable, according to global quality standards and HEINEKEN policies and requirements
• working with stakeholders from various parts of the organization – discuss ITSM tooling status, progress, approvals needed to proceed and risks related to changes & deployment
• actively searching for new, more efficient ways to drive the tooling agenda enablement forward including new technologies, methodologies and continuous process improvement

You are a good candidate if you have: 
• Bachelor/Master’s degree or equivalent work experience
• experience with established IT Service Management practices in a corporate environment
• practical knowledge of ServiceNOW and JIRA on functional level
• certification of ITIL V3 or V4 on at least Foundation Level
• working knowledge and experience in ServiceNOW ticketing tool
• experience in providing functional input to ITSM tooling for process across various stakeholders
• knowledge about Agile ways of working for IT products
• ability to explain technical context to non-technical stakeholder & ability to translate business context to technical teams
• good communication skills

Nice to have:

• Agile foundation certificates (especially related to Scrum)
• Service Desk experience
• Service NOW certification
• experience in reporting and/or automation
• knowledge/experience with E-Commerce tools is a plus

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.