ITIL Process Specialist / IT Problem Manager m/f/t

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 recognition
• Definition 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 satisfaction
• By 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) Informatics
• You have professional experience in ITIL Processes & IT Infrastructures and ideally experience in IT Problem Management
• Practical knowledge of ITSM tools
• Analytical thinking, results-orientated work with high self-motivation, commitment and assertiveness are part of your mindset
• You can understand and analyze complex issues and are able to communicate them appropriately in accordance with the target audience
• Very good communication and presentation skills in written and spoken German and English due to our global orientation
• You 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 atmosphere
• Playing an important role in IT Infrastructure operations as IT Problem Manager 
• Ability to actively challenge and change working patterns in favour of IT Infrastrucuture

       
rwe.com/career
Apply now with just a few clicks: ad code 86619
Any questions? Vince Manning (Recruiting), +44 7585 981083
We look forward to meeting you!

We value diversity and therefore welcome all applications, irrespective of gender, disability, nationality, ethnic and social background, religion and beliefs, age or sexual orientation and identity. #inclusionmatters

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RWE Supply & Trading is the interface between RWE and the energy markets around the world. Around 2,000 employees from over 70 different countries trade electricity, gas, commodities and CO2 emission allowances. The trading entity also ensures the commercial optimisation of RWE’s power plant dispatch and markets electricity from RWE.