Service Request & Knowledge Management Lead (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

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.