ITSM Process Coordinator (Incident, Problem & Change)

Expected, ServiceNow

About the project, You will support the day-to-day operation of Incident, Problem and Change Management in close cooperation with the respective Process Owners. The role focuses on supporting process-related tickets, coordinating operational activities and helping ensure consistent execution across the three processes and their interfaces. Depending on the process and team setup, the role operates within a Process Owner / Manager or Process Manager / Coordinator model. Full process and ServiceNow knowledge is not required at entry level and can be developed during onboarding.

Your responsibilities, Support the daily operation of Incident, Problem and Change Management processes, Work closely with the respective Process Owners and support operational process management activities, Review process-related tickets and help teams apply the correct process steps, Follow up on incomplete incorrectly handled or overdue tickets and coordinate next actions, Support incident follow-ups problem investigations change preparation and process reviews, Coordinate operational activities across support teams and service providers, Help maintain process documentation work instructions and knowledge articles, Identify recurring execution issues and propose practical improvements together with the Process Owners, Develop knowledge of Incident Problem and Change Management and the interfaces between these and other ITSM processes

Good coordination and organisational skills, Attention to detail and a structured way of working, Willingness to learn IT Service Management processes and ServiceNow, Ability to work with tickets follow defined procedures and track actions to closure, Good communication and cooperation skills, Ability to work independently within an agreed scope and ask for support when needed, Clear communication in English, Interest in IT Service Management and process-based ways of working

Optional, Practical knowledge of Incident Problem or Change Management, Experience with ServiceNow or another ITSM platform, Experience in IT support service desk service delivery or IT operations, Understanding of the interfaces between ITSM processes, ITIL Foundation certification or basic knowledge of ITIL practices, Experience working with process-related tickets, Experience in a multiteam or multisupplier environment

Benefits, sharing the costs of sports activities, private medical care, sharing the costs of foreign language classes, sharing the costs of professional training & courses, life insurance, remote work opportunities, flexible working time, integration events, corporate sports team, coffee / tea, parking space for employees, leisure zone, extra social benefits, charity initiatives, MyBenefit Platform, Foreign language classes, Relocation package

thyssenkrupp Group Services Gdańsk, thyssenkrupp Group Services Gdańsk is a global competence and development center delivering business processes and services to numerous companies from thyssenkrupp – an international group of companies, comprising largely independent industrial and technology businesses and employing more than 100,000 people across 56 countries. Under the umbrella brand thyssenkrupp, the group creates long-term value with innovative products, technologies and services and helps make life better for future generations.

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