Oferta pracy

IT Service Process Controller

Fujitsu Technology Solutions Sp. z o.o.

  • Greater Poland

    Greater Poland
  • offer expired 2 months ago
  • contract of employment
  • full-time
  • junior specialist (Junior)
  • home office work
  • remote recruitment

Technologies we use

Operating system

Your responsibilities

  • Follows established processes / systems and recommends improvements to these as appropriate to resolve routine

  • customer enquiries.

  • Documents actions taken to resolve enquiries.

  • Takes ownership for documenting, and monitoring adherence to all account related processes.

  • Ensures the processes in place are aligned with the contractual requirements. Acts as point of escalation and owns

  • management of the processes leading to successful resolution of the escalated issue.

  • Responsible for the implementation of any new processes resulting from account changes as well as ensuring full team

  • engagement in the new developments.

  • Escalates issues as necessary to deliver required service level and meet or exceed customer expectations / SLA.

  • Monitors performance through statistical reporting and analysis.

  • Analyses and identifies areas of improvement to the service to ensure customer satisfaction

  • Prevents negative trends by properly raising and reacting to performance and progress gaps.

  • Owns and accepts personal responsibility for customer problems and champions customer issues to resolution.

  • Builds and enhances strong customer relationships and acts as an escalation point for the customer.

  • Takes responsibility for learning about all current customer needs

Our requirements

  • Willingness to self-development in IT

  • Good written and verbal communication skills in English

  • MS Office Skills

  • Customer focus mind-set

  • Team player attitude


  • Change/Incident/Problem/Request/Release Management knowledge,

  • Knowledge of ITIL Service Management framework

  • ITIL related job experience

  • Knowledge of IT infrastructure

  • ITIL Foundation Certificate

  • Benefits

  • sharing the costs of sports activities

  • private medical care

  • life insurance

  • remote work opportunities

  • extra social benefits

  • shopping coupons

  • holiday funds

  • christmas gifts

  • employee referral program

  • charity initiatives

  • extra leave

Fujitsu Technology Solutions Sp. z o.o.

Fujitsu is a world-leader in Enterprise Service Management (ESM). As a ServiceNow Elite Partner, we combine our years of experience and know-how with the power of ServiceNow, to deliver ESM processes that improve efficiency, reduce cost and free our customer’s staff to concentrate on what they do best –which is running the business. Our range of solutions are highly flexible and easily scalable, and regardless of business size, or whether the customer requires an off the shelf solution or something that’s individually created for the business, we can provide them with the configuration they need.

We are one of the world’s leading ServiceNow partners with a large number of successful implementations. We provide a comprehensive enterprise service management offering that includes business consulting, implementation and integration, design and development, global delivery center, certified training, and authorized support.

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