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)
Your responsibilities would include:
- coordinating P2-P4 Incidents for all D&T Commerce products
- support SDM in P1 Incidents handling
- running bridge calls with product teams to help them find the solution to incidents
- communicating with product stakeholders and business representatives regarding the progress of incidents
- collaborating with various IT partners to facilitate cross-team communication
- preparing and running Service NOW reports
- participating in Service Reviews and other product related meetings
- running Ticket Quality Assurance process
- contributing to the vision of IT Service Management processes for D&T Commerce
- identifying process improvement ideas and brainstorming them with the team.
You are a good candidate if you have:
- a Bachelor/Master’s degree or equivalent work experience
- at least 1-2 years of experience working with established IT Service Management practices in a corporate environment
- a practical knowledge of ITIL processes, certification of ITIL V3 or V4 on at least Foundation Level
- working knowledge and experience in Service NOW ticketing tool
- experience in Incident Management process
- experience in coordinating High Priority Incidents
- knowledge about Agile ways of working for IT products
- passion about IT Service Management processes and their implementation in modern environment.
You are a perfect match if you also have:
- 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
- knowledge/experience with E-Commerce tools is a plus.
What we offer:
$ads={2}
$ads={1}