Service Process Controller

Fujitsu Technology Solutions Sp. z o.o.

  • West Pomeranian

    West Pomeranian
  • offer expired over a month ago
  • contract of employment
  • full-time
  • specialist (Mid / Regular), junior specialist (Junior)
  • home office work, hybrid work
  • remote recruitment
  • запрошуємо працівників з України
  • Робота для іноземців
    без польської
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Запрошуємо працівників з України
Роботодавець відкритий для працевлаштування громадян України

Technologies we use

Operating system

About the project

Want to work with teams who achieve together and with technology that is shaping the way the world learns and lives? Come and #ShapeYourWorld at Fujitsu! We are the leading Japanese information and communication technology (ICT) company, offering a full range of technology products, solutions, and services. We use our experience and the power of ICT to shape the future of the global society together with our customers. We're looking for a Service Process Controller with English, Read the job description, leave your CV and grow as an expert with us!

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.

Your responsibilities

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

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

  • Ensuring the processes in place are aligned with the contractual requirements; Acting as point of escalation and owning management of the processes leading to successful resolution of the escalated issue.

  • Implementing of any new processes resulting from account changes as well as ensuring full team engagement in the new developments.

  • 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 identifying areas of improvement to the service to ensure customer satisfaction

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

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

  • Building and enhancing strong customer relationships and acting as an escalation point for the customer.

  • Taking responsibility for learning about all current customer needs

Our requirements

  • Interest in IT operations/service management

  • Proven ITIL related knowledge– (nice to have but not mandatory)

  • Ability to demonstrate knowledge of ITIL Service Management framework or interest in gaining knowledge

  • Excellent communication skills (written / verbal)

  • MS Office Skills

  • Good English written and oral communication skills

What we offer

  • MyBenefit platform

  • Private medical healthcare

  • Sport cards

  • Lunch benefits and discounts

  • Group insurance

  • Glasses refund

  • Awards

  • Holiday allowance „Wczasy pod gruszą”

  • Virtual Trainers Team

  • SABA – free of any charge learning platform with e-learning, e-books, courses, and educational materials

  • Introduce a friend

  • 2 happy hours per month

Benefits

  • 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

  • employee referral program

  • charity initiatives

  • one shorter working day

Fujitsu Technology Solutions Sp. z o.o.

Fujitsu offices in Poland are located in Warsaw, Łódź and Katowice. In Warsaw we perform sales and client support services. The Global Delivery Center Poland, located in Łódź and Katowice, employs specialists within business areas: Service Desk, Service Management, DX Services, Application & Multi-Cloud Services, Workforce & Workplace Services, Enterprise Cyber Security Services, Business Process Services oraz Program & Project Services.

In Łódź, Fujitsu also employs professionals for Fujitsu Business Services, in the following areas: Finance (P2P, O2C, General Ledger, Project and Contract Accounting, Treasury, Master Data, Bid Finance Team and Product Pricing Office), Supply Chain (Order Management & Procurement), Internal Audit, Assurance as well as HR Service Delivery.

At Fujitsu we firmly believe that technology enables people's happiness and wellbeing. As it plays a more important role than ever before, we must put people at the center of everything that we do. We believe a human-centric approach is the only way to deliver on the promise of the digital.

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