Service Management Problem Manager with German

Our requirements

• Bachelor's degree in a relevant field (such as IT, computer science, or business).
• Proven experience in problem management or a related role within IT service management.
• Strong analytical and problem-solving skills.
• Excellent communication and collaboration abilities.
• Familiarity with IT service management frameworks, such as ITIL (Information TechnologyInfrastructure Library).
• ITIL Foundation Certification.
• English and German language (Level C1) is a must have.

Your responsibilities

• Collaborate with various teams to identify and document recurring issues, incidents, oranomalies that affect service quality or business operations.
• Conduct thorough root cause analysis to determine the underlying reasons for recurringproblems, ensuring a deep understanding of the issues.
• Prioritize problems based on their impact on the organization and the potential benefits ofresolution.
• Develop and implement action plans to address identified problems, including coordinating withrelevant teams and stakeholders.
• Proactively establish preventive measures to eliminate or minimize the recurrence of problems,ensuring long-term solutions.
• Maintain detailed records of problems, root cause analysis, and resolution efforts. Provideregular reports to management and stakeholders.
• Collaborate with incident management, change management, and other ITSM (IT ServiceManagement) processes to ensure coordinated problem resolution efforts.
• Identify opportunities for improving service quality, efficiency, and stability, and drive initiativesto implement these improvements.
• Share insights and knowledge with relevant teams to enhance their problem-solving capabilitiesand prevent similar issues in the future.
• Develop and provide training and awareness programs for employees and team members onproblem management best practices.

About the project

What we offer

• Well-being culture: medical care with Medicover, private life insurance, and Sports card. But we went one step further by creating our own Capgemini Helpline offering therapeutical support if needed and the educational podcast "Let's talk about wellbeing" which you can listen to on Spotify.
• Access to over 70 training tracks with certification opportunities (e.g., GenAI, Excel, Business Analysis, Project Management) on our NEXT platform. Dive into a world of knowledge with free access to Education First languages platform, TED Talks and Udemy Business materials and trainings.
• Continuous feedback and ongoing performance discussions thanks to our performance management tool GetSuccess supported by a transparent performance management policy.
• Enjoy hybrid working model that fits your life - after completing onboarding, connect work from a modern office with ergonomic work from home, thanks to home office package (including laptop, monitor, and chair). Ask your recruiter about the details.

Benefits

• sharing the costs of sports activities
• private medical care
• life insurance
• no dress code
• parking space for employees
• extra social benefits
• redeployment package
• employee referral program
• charity initiatives
• access to courses e.g. Excel, VBA, RPA, Customer Care
• unlimited access to Udemy Business
• free chat/call with a therapist

Recruitment stages

• 1.
  Interview with the recruiter
• 2.
  Competency Tests/Language Verification
• 3.
  Video call with a manager
• 4.
  Final Decision

Capgemini Polska