ITIL Process Coordinator with English and German

Job description

ITIL Process Coordinator is responsible for supporting and executing the Incident or Problem or Change Management process raised by customer or Service Manager.
-  Coordinates and manages Incident/Problem/Change Management process activities across the global factory and with external suppliers to agreed global and local SLAs
-  Executes the Incident/Problem/Change Management process tasks in adherence with global and local requirements
-  Escalates risks and issues to relevant Incident/Problem/Change Managers or the Incident/Problem/Change Management Regional Process Owner
-  Supports Incident/Problem/Change Management reporting (KPIs and customer SLAs)
-  Assists the Incident/Problem/Change Management Regional Process Owner in driving Service management best-practice and process standardization across his GBU
-  Assists the Incident/Problem/Change Management Regional Process Owner in ensuring consistent end-to-end application of the process across his GBU
-  Monitors process compliance and coordinates CMDB updates taking into consideration updates from changes/incidents/problems
-  Engages with others process participants to identify continuous service improvement for the change/incident/ problem management processes
- produces documentation covering actions taken

Desired profile

Mandatory
-  The candidate should be able to demonstrate a working knowledge of ITIL Service Management framework or at least be able to apply intuitive orientation within Process Management on Service Delivery
-  Good command of English and German
- B2/C1 level
-  Excellent communication skills (written / verbal)
-  Having a strong character, can do attitude and possess a quality driven and customer focused mindset
-  Ability to work in tight deadlines and the ability to maintain focus whilst under pressure
-  Motivated self-starter, with a keen interest in developing and implementing the best practice, creative solutions to the services and the business
-  Ability to identify problems and work to resolution (see things through) and motivate others to complete tasks on time.
Additional
-  Bachelor’s degree in Computer Science or IT
-  Interested in IT operations/service management/delivery experience required
-  Experience in ITIL processes in real environments
-  Willingness to work in 24/7 mode
-  Capability to work as part of a global team effectively via phone and web conferences
-  Is truly interested in process management and passionate in continual improvement
-  Business Objects/Crystal Ball/Excel reporting skills are plus