Service Request & Problem Management Process Owner

• Own and govern the GBS Service Request Management, Case Management, Incident Management and Problem Management processes across all ServiceNow modules and service towers
• Define and maintain process standards, workflows, and policies, ensuring alignment with GBS and enterprise service management frameworks
• Monitor SLA and service performance, identifying root causes of recurring issues, inefficiencies, or bottlenecks
• Lead problem management practices, ensuring timely root cause analysis, corrective actions, and prevention of repeat incidents
• Partner with service tower leads and regional delivery teams to ensure consistent ticket categorization, routing, and resolution quality
• Collaborate with the ServiceNow platform and automation teams to optimize workflows and enhance the end-user experience
• Drive 'shift-left' initiatives leveraging self-service portal, GenAI chatbots, and improved knowledge content to reduce ticket volume and improve first-contact resolution
• Conduct trend and data analysis to identify improvement opportunities and support continuous service performance optimization
• Partner with IT and Transformation leads to ensure integration of process enhancements into the broader ServiceNow roadmap

• 5+ years of experience in service management, GBS operations, or shared services
• Strong background in Request, Incident, and Problem Management (ITIL or ESM frameworks)
• Experience managing ServiceNow environments particularly request, case, and problem modules
• Proven ability to analyze operational data and translate insights into actionable improvements
• Exposure to automation, AI / chatbot, and self-service enablement initiatives
• Demonstrated success in cross-functional collaboration and influencing without direct authority
• Relevant certifications are advantageous: ITIL v4, ServiceNow Process Owner, or Problem Management Specialist
• Analytical and data-driven with a continuous improvement mindset
• Customer-centric with a passion for simplifying and digitizing the user experience
• Confident facilitator who can engage both business and technical teams

Relevant certifications: ITIL v4, ServiceNow Process Owner, or Problem Management Specialist

• A key role in digital transformation within a strategic and rapidly growing Business Unit
• Full ownership of end-to-end design, governance, and continuous improvement of GBS ticket management processes across all ServiceNow applications
• An efficient recruitment process, consisting of 1-2 stages directly with the Client
• An employment contract directly with the Client, with a perspective for a long-term cooperation
• Annual bonus based on performance
• MyBenefit platform (including subsidies for Multisport cards)
• Internet and electricity allowance for remote work
• Increased employer contribution to the Employee Capital Plan (PPK) - up to 3%
• Additional vacation days based on your length of service
• Hybrid work model (typically 2 days in the office and 3 days from home)
• Flexible start times between 7:00 AM and 9:00 AM