Service Process Controller - Incident & Request Management

Fujitsu Technology Solutions Sp. z o.o.

  • Pomeranian

  • offer expired 4 months ago
  • contract of employment
  • full-time
  • junior specialist (Junior)
  • home office work, hybrid work
  • remote recruitment
  • запрошуємо працівників з України
  • Робота для іноземців
    без польської
Запрошуємо працівників з України
Роботодавець відкритий для працевлаштування громадян України

Technologies we use

Operating system

About the project

Process Controller main responsibility is to control, coordinate and cooperate with Business Units, Customers and higher/ lower level support functions in specific aspect of the ITIL process in Service Management area as well as to support and execute specified process raised by Customer or Service Manager.

Your responsibilities

  • following established processes/ systems and recommending improvements to resolve routine customer queries,

  • delivering required service levels and meeting or exceeding customer expectations,

  • monitoring of performance through statistical reporting and analysis,

  • analyzing and identifying areas of service improvement to ensure customer satisfaction,

  • preventing negative tendencies by appropriately raising and responding to gaps in performance and progress,

  • owning and taking responsibility for customer problems and issues to resolution,

  • building and enhancing strong customer relationships,

  • controlling incident resolution to agreed service levels,

  • operating as an escalation point in a dispute or uncertainty about the appropriate resolver group for an incident, and when the closure of an incident is disputed by a user,

  • ensuring that all processes, procedures, and work instructions are followed by all relevant parties,

  • monitoring and reporting the effectiveness of procedures.

  • Constant engagement with the business to plan, monitor and implement solutions and, in collaboration with delivery teams and vendors, ensure customer needs are understood and translated into operational

  • Responsibility for the correct and timely circulation of documents, in particular without delay providing to the HR department with all employee documents signed by subordinate employees, e.g. contracts, annexes, agreements.

  • Processing of personal data only to the extent necessary for the proper performance of duties in the position

  • Responsibility for the correct processing of personal data by subordinate employees in the managed department, in particular through: a) updating to the GDPR Coordinator with any changes regarding the method and scope of data processing in the department, which may result, e.g. in the employer's obligation to fulfil the information obligation or obtaining consent for the processing of personal data; b) Updating to the IT department of the scope and level of access that individual subordinated employees of the managed department should have to individual systems, databases, programs containing personal data.

Our requirements

  • excellent communication skills – written and verbal,

  • fluency in English (at least B2),

  • good knowledge of MS Office – especially MS Excel,

  • understanding of ITIL Service Management Processes or readiness to deepen it,

  • strong organizational skills,

  • availability to work full time – Monday to Friday from 9-17 or 8-16.


  • previous experience as a Service Desk Agent/ Advisor would be an additional asset,

  • interest in IT operations/ service management.

What we offer

  • remote work,

  • continuous development,

  • initial training preparing to work,

  • laptop, and if necessary – office inventory (chair, lumbar support pillow, etc.),

  • introduce a friend program.


  • 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

  • retirement pension plan

  • extra social benefits

  • holiday funds

  • employee referral program

  • opportunity to obtain permits and licenses

  • charity initiatives

  • one shorter working day

  • 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.

Scroll to the company’s profile