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ITIL Process Specialist

vor 1 Woche


Essen, Deutschland RWE AG Vollzeit

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.

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)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)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 recognitionDefinition 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 satisfactionBy 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


Your powerful skills 

A relevant IT apprenticeship with several years of experience or a degree in (Business) InformaticsYou have professional experience in ITIL Processes & IT Infrastructures and ideally experience in IT Problem ManagementPractical knowledge of ITSM toolsAnalytical thinking, results-orientated work with high self-motivation, commitment and assertiveness are part of your mindsetYou can understand and analyze complex issues and are able to communicate them appropriately in accordance with the target audienceVery good communication and presentation skills in written and spoken German and English due to our global orientationYou work in a service and customer-oriented manner, enjoy communicating with stakeholders and an adapt to their needs

Advantageous, but not a must

Ideally experience with ServiceNow®️

Benefits you can rely on

Working in a great team with good team atmospherePlaying an important role in IT Infrastructure operations as IT Problem Manager Ability to actively challenge and change working patterns in favour of IT Infrastrucuture