ITSM Process Coordinator (Incident, Problem & Change)

Technologies we use

Expected

• ServiceNow

About the project

You will support the day-to-day operation of Incident, Problem and Change Management in close cooperation with the respective Process Owners. The role focuses on supporting process-related tickets, coordinating operational activities and helping ensure consistent execution across the three processes and their interfaces. Depending on the process and team setup, the role operates within a Process Owner / Manager or Process Manager / Coordinator model. Full process and ServiceNow knowledge is not required at entry level and can be developed during onboarding.

Your responsibilities

• Support the daily operation of Incident, Problem and Change Management processes
• Work closely with the respective Process Owners and support operational process management activities
• Review process-related tickets and help teams apply the correct process steps
• Follow up on incomplete incorrectly handled or overdue tickets and coordinate next actions
• Support incident follow-ups problem investigations change preparation and process reviews
• Coordinate operational activities across support teams and service providers
• Help maintain process documentation work instructions and knowledge articles
• Identify recurring execution issues and propose practical improvements together with the Process Owners
• Develop knowledge of Incident Problem and Change Management and the interfaces between these and other ITSM processes

Our requirements

• Good coordination and organisational skills
• Attention to detail and a structured way of working
• Willingness to learn IT Service Management processes and ServiceNow
• Ability to work with tickets follow defined procedures and track actions to closure
• Good communication and cooperation skills
• Ability to work independently within an agreed scope and ask for support when needed
• Clear communication in English
• Interest in IT Service Management and process-based ways of working

Optional

• Practical knowledge of Incident Problem or Change Management
• Experience with ServiceNow or another ITSM platform
• Experience in IT support service desk service delivery or IT operations
• Understanding of the interfaces between ITSM processes
• ITIL Foundation certification or basic knowledge of ITIL practices
• Experience working with process-related tickets
• Experience in a multiteam or multisupplier environment

Benefits

• MyBenefit Platform
• Foreign language classes
• Relocation package
• 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
• corporate sports team
• coffee / tea
• parking space for employees
• leisure zone
• extra social benefits
• charity initiatives

thyssenkrupp Group Services Gdańsk

thyssenkrupp Group Services Gdańsk is a global competence and development center delivering business processes and services to numerous companies from thyssenkrupp – an international group of companies, comprising largely independent industrial and technology businesses and employing more than 100,000 people across 56 countries. Under the umbrella brand thyssenkrupp, the group creates long-term value with innovative products, technologies and services and helps make life better for future generations.

This is how we work