Service Process Controller - Cross Process: Incident and Request Management

Fujitsu Technology Solutions Sp. z o.o.

Katowice

1 dzień temu



Fujitsu is the leading Japanese information and communication technology (ICT) company, offering a full range of technology products, solutions and services. We use our experience and the power of ICT to shape the future of the global society together with our customers.

Fujitsu provides newest technologies and products for informatics and communication to clients in more than 100 countries. Using our many years of experience and innovation potential, we are committed to digital co-creation together with our customers. Fujitsu provides unique digital services that are designed to leverage connectivity and data-driven intelligence in order to empower people by delivering a truly human-centric value.

We are looking for

Service Process Controller - Cross Process: Incident and Request Management
Miejsce pracy: Katowice

Service Process Controller’s main responsibility is to control, coordinate and cooperate with Business Units, Customers and higher/lower level support functions in specific aspect of the ITIL processes  in Service Management area as well as to support and execute specified processes (Incident, Problem, Change Management, Service Request Fulfillment) raised by Customer or Service Manager.

  • Development and understanding of the customers’ environment and service delivery requirements to enable the delivery of the service, 
  • Following established processes and recommending improvements to these as appropriate to resolve routine customer enquiries, 
  • Coordination and management of the process related activities, 
  • Responsible for the implementation of any new processes resulting from account changes as well as ensuring full team engagement in the new developments.
  • If necessary supporting process owners to successful resolution of the escalated issue, 
  • Suggesting process improvements or innovation resulting from account changes 
  • Takes ownership for documenting and monitoring adherence to all account related processes; assuring the process documentation is up to date 
  • Day to day Service Process Lead  assistance in processes execution
  • Monitoring process compliance and performance through statistical reporting and analysis.
  • Fulfillment of ad-hoc requests for Service status or one-time reports management, 
  • Processing of service related communication 
  • Engagement with other processes participants to identify continues service improvements, 
  •  Support of any other IT Service Management role task described in the specific role description
  • English language fluently (written and oral) 
  • Ability to demonstrate advanced knowledge of ITIL Service Management framework and interest to learn more. Incident and Request Management in particular.
  • Proven relevant experience in Service Management recommended
  • Ability to identify problems and work towards resolution 
  • Very good analytical, communication, organizational and time management skills
  • Quality and improvement orientation
  • To-Do attitude, creativity, being open minded; enthusiastic to contribute to service\process design
  • MS Office Skills

HUMAN-CENTRIC ENVIRONMENT

  • Friendly atmosphere in the air that you will miss on your day off.
  • You are treated with respect, as a person and not only as an employee.
  • Work-life balance
  • Appreciation of your work, awards program.
  • Diverse and international working environment.
  • Employment stability.

EMPOWERMENT

  • We develop our unique know-how.
  • Employees can have an impact on the services provided to clients.
  • Openness to dialogue.

WORLDWIDE IT SOLUTIONS

  • Access to innovative technologies with which we work on a daily basis.
  • Industry-leading solutions, systems and programs.
  • Innovative labs.

CAREER CHOICE AND OPPORTUNITIES

  • Wide range of trainings, courses, conferences.
  • Opportunities for professional growth and promotions.
  • Development opportunities in all directions.

 

  • Development and understanding of the customers’ environment and service delivery requirements to enable the delivery of the service, 
  • Following established processes and recommending improvements to these as appropriate to resolve routine customer enquiries, 
  • Coordination and management of the process related activities, 
  • Responsible for the implementation of any new processes resulting from account changes as well as ensuring full team engagement in the new developments.
  • If necessary supporting process owners to successful resolution of the escalated issue, 
  • Suggesting process improvements or innovation resulting from account changes 
  • Takes ownership for documenting and monitoring adherence to all account related processes; assuring the process documentation is up to date 
  • Day to day Service Process Lead  assistance in processes execution
  • Monitoring process compliance and performance through statistical reporting and analysis.
  • Fulfillment of ad-hoc requests for Service status or one-time reports management, 
  • Processing of service related communication 
  • Engagement with other processes participants to identify continues service improvements, 
  •  Support of any other IT Service Management role task described in the specific role description
  • English language fluently (written and oral) 
  • Ability to demonstrate advanced knowledge of ITIL Service Management framework and interest to learn more. Incident and Request Management in particular.
  • Proven relevant experience in Service Management recommended
  • Ability to identify problems and work towards resolution 
  • Very good analytical, communication, organizational and time management skills
  • Quality and improvement orientation
  • To-Do attitude, creativity, being open minded; enthusiastic to contribute to service\process design
  • MS Office Skills

HUMAN-CENTRIC ENVIRONMENT

  • Friendly atmosphere in the air that you will miss on your day off.
  • You are treated with respect, as a person and not only as an employee.
  • Work-life balance
  • Appreciation of your work, awards program.
  • Diverse and international working environment.
  • Employment stability.

EMPOWERMENT

  • We develop our unique know-how.
  • Employees can have an impact on the services provided to clients.
  • Openness to dialogue.

WORLDWIDE IT SOLUTIONS

  • Access to innovative technologies with which we work on a daily basis.
  • Industry-leading solutions, systems and programs.
  • Innovative labs.

CAREER CHOICE AND OPPORTUNITIES

  • Wide range of trainings, courses, conferences.
  • Opportunities for professional growth and promotions.
  • Development opportunities in all directions.

 

EXTENSIVE BENEFIT PACKAGE


  • FUN @ WORK

    Various company events for employees and their families.
    Team building events.
    Cinema tickets, internal contests.
    Relaxation zones in the workplace.
    Discounts for employees.
    CSR programs, initiatives and activities in areas such as environment, community involvement & development, diversity & inclusion, wellbeing and operating practices.

  • COMFORT

    Attractive locations in Łódź, Katowice and Warsaw.
    Flexibility and home office opportunities.
    Delicious tea and coffee.

  • HEALTH

    Private medical care.
    Fresh fruits.
    Cafeteria benefit system.
    Fujitsu sports teams e.g. running or cycling team.

To apply for this opportunity, please send your CV in English.
www: www.TheRealDeal.pl
F: www.facebook.com/FujitsuPoland
L: https://www.linkedin.com/showcase/career-at-fujitsu-poland/





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Aleja Roździeńskiego 1
04-202, Katowice

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