Digital & Technology Team (D&T) is an integral division of HEINEKEN Global Shared Services Center. We are committed to making Heineken the most connected brewery. That includes digitalizing and integrating our processes, ensuring best-in-class technology, and embedding a data-driven culture. By joining us you will work in one of the most dynamic and innovative teams and have a direct impact on building the future of Heineken!
Would you like to meet the Team, see our office and much more? Visit our website: Heineken
 

Your responsibilities would include: 
• coordinating ITSM practices and processes’ execution by collaborating with the Service Management team, Product Owners, technical teams and facilitating input of configuration & contract management for different Products
• driving the Incident Management process quality activities (including incident record quality in ServiceNOW, SLA adherence and more)
• handling Risk Log entries in ServiceNOW by gathering inputs and updates from support teams, making sure all the fields are filled out correctly according to global quality standards and HEINEKEN policies and requirements
• actively searchiing for new, more efficient ways to drive the stipulated activities forward including new technologies, methodologies and continuous process improvement

You are a good candidate if you have: 
• experience in working with established IT Service Management practices in a corporate environment
• practical knowledge of ITIL processes and practices, certification of ITIL V3 or V4 on Foundation level will be a plus
• working experience in ServiceNOW ticketing tool
• passion about ITIL Processes and Practices and its implementation in modern environment
• good communication skills

Nice to have:

• Service Desk experience
• experience in reporting and/or automation
• knowledge/experience with E-Commerce tools is a plus

At HEINEKEN Kraków, we take integrity and ethical conduct seriously. If someone has concerns about a possible violation of legal regulations indicated in Polish Whistleblowing Act or our Code of Business Conduct, we encourage them to speak up. Cases can be reported to global team or locally (in line with the local HGSS Whistleblowing procedure) by selecting proper option in this tool or by communicating it on hotline.