Service Request & Knowledge Management (German)

Capgemini; Katowice; Hybrid; PLN 170,000 - 250,000; Full time

Benefits offered by this job

Medical care with Medicover

Private life insurance

Sports card

Capgemini Helpline offering therapeut@

Educational podcast “Let’s talk about

Job summary

Capgemini Poland is seeking a Service Request and Knowledge Management specialist to govern end-to-end service requests, improve knowledge repositories, and ensure ITIL-aligned processes. You will collaborate with international teams and customers, including German-speaking stakeholders, to elevate service quality and efficiency.

The role emphasizes governance, metrics, and continuous improvement, with a hybrid work model and access to extensive training resources.

Qualifications

• Strong knowledge of Service Request Management, including request fulfilment processes, workflow design, and service catalogue management.
• Good understanding of Knowledge Management principles, knowledge lifecycle management, and knowledge-centered service practices.
• Good understanding of IT Service Management (ITSM) principles and the ITIL framework.
• Experience in managing and improving end-to- end request lifecycle processes and knowledge repositories.
• Knowledge of SLA, KPI, operational reporting, and service performance management.
• Experience with process governance, documentation management, and continuous service improvement.
• Hands‑on experience with ITSM platforms such as ServiceNow or similar ticketing, workflow, and knowledge management tools.
• Ability to analyze service request volumes, trends, knowledge usage, and operational performance data.
• Strong stakeholder management, coordination, and communication skills across technical teams, customers, and management.
• Excellent analytical, organizational, presentation, and problem‑solving skills.
• Ability to work independently in an international and customer‑facing environment.
• German language proficiency (mandatory).
• ITIL Foundation certification or equivalent ITIL knowledge preferred.

Responsibilities

• Own and manage the Service Request Management and Knowledge Management processes.
• Ensure timely fulfilment of service requests in line with SLAs and KPIs.
• Monitor request queues, process performance, and compliance with defined procedures.
• Coordinate request fulfilment activities across support and delivery teams.
• Maintain and continuously improve service request workflows and service catalogues.
• Develop, govern, and maintain knowledge articles, procedures, and operational documentation.
• Ensure knowledge is accurate, up to date, and easily accessible to support teams and end users.
• Promote knowledge sharing and self-service capabilities to improve user experience and reduce support effort.
• Analyze request trends, knowledge usage, and process performance to identify optimization opportunities.
• Drive continuous improvement initiatives within Service Request and Knowledge Management.
• Prepare operational reporting and communicate performance, risks, and improvement opportunities to stakeholders.
• Support governance activities and ensure adherence to ITIL best practices and organizational standards.
• Collaborate with international teams and customers (German language skills required).

Skills

Service Request Management

Knowledge Management

ITIL

ITSM

ServiceNow

German language

Stakeholder management

Analytical skills

Education

ITIL Foundation certification

Tools

ServiceNow

Job description

Choosing Capgemini means choosing a company where you will be empowered to shape your career in the way you’d like, where you’ll be supported and inspired by a collaborative community of colleagues around the world, and where you’ll be able to reimagine what’s possible. Join us and help the world’s leading organizations unlock the value of technology and build a more sustainable, more inclusive world.

Your role

Responsible for managing and governing the Service Request Management and Knowledge Management processes, ensuring efficient request fulfilment, effective knowledge sharing, and continuous improvement of IT service delivery. The role focuses on the end-to-end lifecycle of service requests, service catalogue management, process governance, knowledge creation and maintenance, operational performance monitoring, and process optimization. Works closely with support teams, delivery organizations, customers, and stakeholders to improve service quality, increase operational efficiency, enhance user experience, and promote knowledge reuse across the organization.

Your Tasks

• Own and manage the Service Request Management and Knowledge Management processes.
• Ensure timely fulfilment of service requests in line with SLAs and KPIs.
• Monitor request queues, process performance, and compliance with defined procedures.
• Coordinate request fulfilment activities across support and delivery teams.
• Maintain and continuously improve service request workflows and service catalogues.
• Develop, govern, and maintain knowledge articles, procedures, and operational documentation.
• Ensure knowledge is accurate, up to date, and easily accessible to support teams and end users.
• Promote knowledge sharing and self-service capabilities to improve user experience and reduce support effort.
• Analyze request trends, knowledge usage, and process performance to identify optimization opportunities.
• Drive continuous improvement initiatives within Service Request and Knowledge Management.
• Prepare operational reporting and communicate performance, risks, and improvement opportunities to stakeholders.
• Support governance activities and ensure adherence to ITIL best practices and organizational standards.
• Collaborate with international teams and customers (German language skills required).

Your Profile

• Strong knowledge of Service Request Management, including request fulfilment processes, workflow design, and service catalogue management.
• Good understanding of Knowledge Management principles, knowledge lifecycle management, and knowledge-centered service practices.
• Good understanding of IT Service Management (ITSM) principles and the ITIL framework.
• Experience in managing and improving end-to- end request lifecycle processes and knowledge repositories.
• Knowledge of SLA, KPI, operational reporting, and service performance management.
• Experience with process governance, documentation management, and continuous service improvement.
• Hands‑on experience with ITSM platforms such as ServiceNow or similar ticketing, workflow, and knowledge management tools.
• Ability to analyze service request volumes, trends, knowledge usage, and operational performance data.
• Strong stakeholder management, coordination, and communication skills across technical teams, customers, and management.
• Excellent analytical, organizational, presentation, and problem‑solving skills.
• Ability to work independently in an international and customer‑facing environment.
• German language proficiency (mandatory).
• ITIL Foundation certification or equivalent ITIL knowledge preferred.

What You’ll Love About Working Here

• 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.

Get to know us

Capgemini is committed to diversity and inclusion, ensuring fairness in all employment practices. We evaluate individuals based on qualifications and performance, not personal characteristics, striving to create a workplace where everyone can succeed and feel valued.

Do you want to get to know us better? Check our Instagram — @capgeminipl or visit our Facebook profile — Capgemini Polska. You can also find us on YouTube.

About Capgemini

Capgemini is the business transformation partner for enterprises in the age of AI. We help organizations imagine and build an intelligent, sustainable future, combining AI, technology and human ingenuity to transform how they operate, innovate and grow. With unique end‑to‑end capabilities spanning strategy, technology, engineering and intelligent operations, we bring together deep industry expertise and market‑leading capabilities in AI, cloud and data to turn ambition into measurable business outcomes at scale. Supported by a robust ecosystem of partners and nearly 60 years of expertise, Capgemini is a responsible and diverse global organization of over 410,000 team members in more than 50 countries. The Group reported 2025 revenues of €22.5 billion.

Make it real | www.capgemini.com