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

RWE AG; Essen; Vor Ort; EUR 50.000 - 80.000; Vollzeit

Zusammenfassung

Ein etabliertes Unternehmen sucht einen IT Problem Manager, der die Herausforderungen im IT-Bereich aktiv angeht. In dieser Rolle sind Sie verantwortlich für die Analyse und Moderation von Problemen, die Definition von Standards zur Verbesserung der IT-Verfügbarkeit und die Implementierung neuer Technologien. Sie arbeiten in einem dynamischen Team, das Offenheit und Zusammenarbeit schätzt, und tragen dazu bei, die Servicequalität und Kundenzufriedenheit zu steigern. Wenn Sie eine Leidenschaft für IT und Problemlösungen haben, ist dies die perfekte Gelegenheit für Sie, Ihre Fähigkeiten in einem internationalen Umfeld einzubringen.

Leistungen

Gutes Teamklima

Wichtige Rolle im IT-Betrieb

Möglichkeit zur aktiven Mitgestaltung

Qualifikationen

• Mehrjährige Erfahrung in ITIL Prozessen und IT Infrastrukturen.
• Praktische Kenntnisse in ITSM-Tools sind erforderlich.

Aufgaben

• Bewertung und Analyse von Problemen sowie Moderation von Meetings.
• Definition von Maßnahmen zur Vermeidung von Störungen und Verbesserung der IT-Dienste.

Kenntnisse

ITIL Prozesse

IT Infrastrukturen

Analytisches Denken

Kommunikationsfähigkeit

Präsentationsfähigkeiten

Selbstmotivation

Ausbildung

IT Ausbildung

Abschluss in (Wirtschafts-) Informatik

Tools

ITSM Tools

ServiceNow

Jobbeschreibung

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 and 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 improvement of interfaces to IT Problem Management (e.g., major incident management, change management).
3. Definition of measures for the preventive reduction of possible causes of malfunctions, and among other things, the use of new technologies such as AI and automated cause recognition.
4. Definition of standards to improve the availability and resilience of IT services with the aim of preventing the recurrence and/or minimizing severity of service issues and thus improving the customer experience and user satisfaction.
5. By continuously monitoring process performance, creating KPI reports, and analyzing the ITSM platform (ServiceNow), you identify weaknesses and the potential for improvement at an early stage.

Minimum Requirements

1. A relevant IT apprenticeship with several years of experience or a degree in (Business) Informatics.
2. You have professional experience in ITIL Processes & IT Infrastructures and ideally experience in IT Problem Management.
3. Practical knowledge of ITSM tools.
4. Analytical thinking, results-oriented work with high self-motivation, commitment, and assertiveness are part of your mindset.
5. You can understand and analyze complex issues and are able to communicate them appropriately in accordance with the target audience.
6. Very good communication and presentation skills in written and spoken German and English due to our global orientation.
7. You work in a service and customer-oriented manner, enjoy communicating with stakeholders, and adapt to their needs.

Advantageous, but not a must

• Ideally experience with ServiceNow.

Benefits you can rely on

• Working in a great team with a good team atmosphere.
• Playing an important role in IT Infrastructure operations as IT Problem Manager.
• Ability to actively challenge and change working patterns in favor of IT Infrastructure.