ITIL Process Specialist / IT Problem Manager m/f/t

TN Germany; Essen; Vor Ort; EUR 50.000 - 80.000; Vollzeit

Zusammenfassung

Ein etabliertes Unternehmen sucht einen ITIL Process Specialist / IT Problem Manager, der Teil eines dynamischen Teams wird. In dieser Rolle sind Sie verantwortlich für die Analyse und Moderation von IT-Problemen, die Verbesserung von ITSM-Prozessen und die Umsetzung neuer Technologien zur Problemerkennung. Sie werden Standards setzen, um die Verfügbarkeit und Resilienz der IT-Services zu verbessern und somit die Benutzererfahrung zu optimieren. Wenn Sie eine Leidenschaft für IT-Problemlösungen haben und in einem positiven Arbeitsumfeld wachsen möchten, ist dies die perfekte Gelegenheit für Sie.

Leistungen

Positives Arbeitsumfeld

Mitarbeit in einem großartigen Team

Möglichkeiten zur Verbesserung von Arbeitsmustern

Qualifikationen

• Mehrere Jahre Erfahrung in ITIL Prozessen und IT Infrastrukturen.
• Analytisches Denken und hohe Selbstmotivation sind erforderlich.

Aufgaben

• Bewertung und Analyse von Problemen sowie Moderation von Meetings.
• Definition von Maßnahmen zur Reduzierung möglicher Störursachen.

Kenntnisse

ITIL Prozesse

IT Infrastruktur

Analytisches Denken

Kommunikationsfähigkeiten

Präsentationsfähigkeiten

Service- und Kundenorientierung

Ausbildung

IT Ausbildung

Studium der (Wirtschafts-) Informatik

Tools

ITSM Tools

ServiceNow

Jobbeschreibung

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ITIL Process Specialist / IT Problem Manager m/f/t, Essen

Client:

RWE AG

Location:

Essen, Germany

Job Category:

Other

-

EU work permit required:

Yes

Job Reference:

3e03f3729e06

Job Views:

2

Posted:

09.05.2025

Expiry Date:

23.06.2025

Job Description:

RWE Supply & Trading GmbH
To start as soon as possible, full-time, permanent

Your future plans

Join our team and experience the benefits of a robust IT department combined with a crucial element: openness and genuine teamwork. We embrace the future and leverage the strengths of each team member, valuing their work and opinions. Active idea management and direct exchange are integral to our approach, fostering an atmosphere of respect, appreciation, and mutual trust within our international team. Our commitment extends to efficient IT problem management, ensuring seamless operations and a proactive response to challenges.

Within a team of experts, you will take on the process role of a Problem Manager and, if necessary, support other ITIL processes in an international environment.

1. As an IT Problem Manager, you will assess/analyze problems, moderate meetings, and coordinate problem analyses with relevant departments. You will proactively support related communications (internal/external).
2. You play a key role in the conception, establishment, and automation of process chains around ITSM processes and the improvement of interfaces to IT Problem Management (e.g., major incident management, change management).
3. You will define measures for the preventive reduction of possible causes of malfunctions, including the use of new technologies such as AI and automated cause recognition.
4. You will establish standards to improve the availability and resilience of IT services, aiming to prevent recurrence and minimize severity of service issues, thus enhancing customer experience and user satisfaction.
5. By continuously monitoring process performance, creating KPI reports, and analyzing the ITSM platform (ServiceNow), you will identify weaknesses and potential improvements early on.

Qualifications:

• A relevant IT apprenticeship with several years of experience or a degree in (Business) Informatics.
• Professional experience in ITIL processes & IT infrastructures, ideally with IT Problem Management experience.
• Practical knowledge of ITSM tools.
• Analytical thinking, results-oriented work ethic, high self-motivation, commitment, and assertiveness.
• Ability to understand and analyze complex issues and communicate them effectively to the target audience.
• Very good communication and presentation skills in German and English.
• Service- and customer-oriented approach, with enjoyment in stakeholder communication and adaptability to their needs.

Advantageous, but not a must

• Experience with ServiceNow️.

Benefits you can rely on

• Working in a great team with a positive atmosphere.
• Playing an important role in IT infrastructure operations as an IT Problem Manager.
• Opportunity to actively challenge and change working patterns to improve IT infrastructure.