Technology Specialist - ITSM/ITOM ServiceNow

HEINEKEN Global Shared Services; Kraków; On-site; PLN 180,000 - 260,000; Full time

Job summary

HEINEKEN Global Shared Services Kraków is seeking a Senior Technology Specialist to design and deliver releasable increments in ITSM/ITOM, focusing on ServiceNow and architecture within the D&T Product Team – WorkflowTech. You will work with business product owners and external partners to build integrated services.

You will own CMDB strategy, data quality, platform standards, and governance, aligning with stakeholders across 80 OpCos.

Qualifications

• 7-10 years IT experience with 5+ years as a ServiceNow Architect.
• ITSM Suite knowledge: Incident, Problem, Change, Request, Service Catalog.
• CMDB and Discovery knowledge including data modeling and CMDB/CSDM.

Responsibilities

• Lead solution design for Incident, Problem, Change, Request, CMDB, Discovery, Service Mapping, and Event Management.
• Define platform standards, best practices, and governance.
• Drive CMDB strategy, data quality, and operational excellence.
• Design integrations with enterprise applications, monitoring, and cloud platforms.
• Collaborate with business and technical stakeholders to translate requirements into scalable solutions.
• Work with Product Owner and partners to deliver strategic product features.

Skills

ServiceNow Architecture

ITSM (Incidents, Problems, Changes, &

Tools

Integration Hub

Service Graph Connectors

REST/SOAP APIs

Job description

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)

This role is part of Digital & Transformation (D&T, Global IT) department of HEINEKEN International. D&T is proud to bring cutting‑edge innovation, strong technology and advanced analytics to HEINEKEN. With speed and agility we ensure HEINEKEN has the technological competitive advantages it needs to deliver on its ambition.

The Technology specialist is part of Product team – WorkflowTech and is one of the professionals who does the work of designing and delivering a releasable increment of the product at the end of each sprint. Product Teams are structured and empowered by the organization to organize and manage their own work. The resulting synergy optimizes the Product Team’s overall efficiency and effectiveness.

This role will have a specific focus on the ITSM/ ITOM ServiceNow and the Technology Specialist will act as the technical conscious of the solution, working side by side with the business product owner. You will be responsible for building integrated services and digitalizing workflows across teams. You act as an entrepreneur in the area understanding the stakeholder needs and realizing them by co‑shaping the strategy, design solutions and liaising between third party service providers and the Heineken offices across the globe. You furthermore ensure the services are being provided according to the SLA and manage the expectations of business partners. Having the overview over the services provided to 80 different OpCos you identify opportunities for improving the services and initiate initiatives to improve the effectiveness of the services and efficiency of the external service providers. The Sr Technology Specialist owns specifics topics within the product teams and shapes them within the organization, follows and adapts to market trends and brings along the stakeholders to reach success.

Your Responsibilities Would Include

• Lead solution design for Incident, Problem, Change, Request, CMDB, Discovery, Service Mapping, and Event Management.
• Strong knowledge of data modeling, CMDB/CSDM, and platform design principles
• Define platform standards, best practices, and governance.
• Drive CMDB strategy, data quality, and operational excellence.
• Design integrations with enterprise applications, monitoring, and cloud platforms.
• Collaborate with business and technical stakeholders to translate requirements into scalable solutions.
• Looking at the strategy of your own product’s features with business stakeholders and further elicit requirements, proposed improvements, design solutions and deliver deployments. For specific features the Sr. technology specialist is driving the strategy and actions and is seen as the authority within Heineken.
• Builds relationships and a key‑user network with different Operating Companies and Global Heineken Functions to elicit feedback and derive actionable improvements, proactively communicate, educate, increase understanding and alignment of the product and its processes.
• Ensuring support, maintenance, continuous improvement through Partners and/or Service management by challenging the supplier, put them in their role and leveraging and respecting their expertise.
• Works with, supports and challenges the Product Owner to understand, facilitate the gathering, definition and prioritization of requirements working towards delivering the strategic goal of the product.

You Are a Good Candidate If You Have

• 7-10 years of overall IT experience with 5+ years as a ServiceNow Architect.
• ITSM Suite (Incident, Problem, Change, Request and Service Catalog)
• CMDB
• Discovery
• Service Mapping
• Event Management
• Integration Hub, Service Graph Connectors and REST/SOAP integrations

At HEINEKEN Kraków, we take integrity and ethical conduct seriously. If someone has concerns about a possible violation of legal regulations indicated in Polish Whistleblowing Act or our Code of Business Conduct, we encourage them to speak up. Cases can be reported to global team or locally (in line with the local HGSS Whistleblowing procedure) by selecting proper option in this tool or by communicating it on hotline.