Oferta pracy

Process Controller - Change Management

Fujitsu Technology Solutions Sp. z o.o.

  • Silesian

  • offer expired 3 months ago
  • contract of employment
  • full-time
  • specialist (Mid / Regular)
  • home office work
  • Immediate employment
  • remote recruitment

Your responsibilities

  • Following established processes/ systems and recommends improvements to these as appropriate to resolve routine customer enquiries.

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

  • Monitoring performance through statistical reporting and analysis.

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

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

  • Owning and accepting personal responsibility for customer problems and champions customer issues to resolution.

  • Building and enhancing strong customer relationships.

  • Controlling the resolution of incidents to agreed service levels.

  • Acting as point of escalation in dispute or uncertainty over appropriate resolver group for an incident.

  • Acting as point of escalation when closure of an incident is disputed by the user.

  • Ensuring the Change Management process, procedures and work instructions are adhered to by all relevant parties.

  • Monitoring and reporting on the effectiveness of the Change Management procedures.

Our requirements

  • Excellent communication skills - written and verbal

  • Good English written and oral communication skills (at least B2)

  • Very good knowledge of MS Office - especially MS Excel

  • Knowledge about ITIL Service Management Processes or readiness to deepen it

  • Strong organizational skills

  • Availability to work full time - Monday to Friday, 9-17 or 8-16

  • Had proven experience in Change Management process

  • Ability to work under time pressure

  • Interest in IT operations/ service management

  • Benefits

  • sharing the costs of sports activities

  • private medical care

  • sharing the costs of foreign language classes

  • sharing the costs of professional training & courses

  • remote work opportunities

  • flexible working time

  • integration events

  • extra social benefits

  • shopping coupons

  • sharing the costs of tickets to the movies, theater

  • holiday funds

  • christmas gifts

  • employee referral program

  • charity initiatives

  • Online initiatives