SMPC Service Process Administrator - Request Management

Fujitsu Technology Solutions Sp. z o.o.

  • Silesian

  • offer expired 4 months ago
  • contract of employment
  • full-time
  • junior specialist (Junior)
  • home office work, hybrid work
  • remote recruitment

Technologies we use

Operating system

About the project

Role Purpose: To enable the successful delivery of Service and Process Management processes by updating, maintaining and providing reports and support for Service Process Controller and Service Process Lead within Request Management team.

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

  • Quality of data (in databases or reports)

  • Productivity statistics

  • Customer satisfaction score

  • Quality of reports and work in relation to standards/ Service Level Agreement, compliance and time.

  • Ensure the Request Management process, procedures and work instructions are adhered to by all relevant parties

  • Monitor and report on the effectiveness of the Request Management procedures


  • 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

  • integration events

  • extra social benefits

  • holiday funds

  • employee referral program

  • charity initiatives

  • one shorter working day

  • extra leave

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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