GN Poland

 ITIL Process Owner  

Do you have great experience with ITIL processes, Incident and Problem Management in particular and want to make an impact on how we operate and mature these processes, then this is your opportunity to join a fast-growing medical/tech company and put all your process knowledge and hands-on experience to good use.

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You will have the role as Process Owner for Incident and Problem Management and you will be both operational following up on teams to ensure timely incident resolution, promote use of problem management as well as monitor process quality and initiate relevant improvement activities when needed, as well as focusing on maintaining and improving documentation and training material related to policies, processes and work instructions, so that process adoption and maturity increases.

GN Poland

IT and R&D center in Poland

Full time opportunity

Warsaw / remote

Brain Embassy, Warsaw/Poland

Welcome to IT Service Management:

When you enter the IT Service Management team, we are six colleagues welcoming you as part of a team, that makes things happen across all of GN. Besides employing you in your role, the team will expand even further in the coming months.

 

The IT Service Management team is responsible for the cross functional IT Service Management practices. We also work in and agile setup where ITIL processes and Agile ways of working coexists and complement each other.

We use ServiceNow as our ITSM platform so good working knowledge of ServiceNow is an advantage.

1½ year ago we finalized a strategic initiative of returning to an out-of-the-box ServiceNow solution which we know aim to keep as close to out of the box as possible.

Responsibilities:

As our new colleague you will among other tasks have responsibility for the following:

  • Ensure that all incidents are duly assigned to the right support teams
  • Manage aging incidents by escalating the resolver support group
  • Proactively seek solution for recurring incidents
  • Escalation to relevant vendors or inhouse IT Service Delivery resources
  • Align with Service Delivery Manager for escalations
  • Initiate and coordinate Root Cause Analysis (RCA) investigations, translating findings into actionable insights to prevent recurrence, and enhancing continuous improvement initiatives
  • Assist resolver teams identifying and solving issues and leveraging the knowledge to implement corrective actions
  • Conducting trend analyses to identify emerging patterns and areas of improvement
  • Documenting incidents and problem-resolution activities to facilitate knowledge-sharing and increase process transparency
  • Facilitating a global mindset by sharing valuable insights and learnings with colleagues around the world
  • Ownership of the Incident and Major Incident process as well as the Problem Management process
  • Operational Major Incident Management is not part of this role, Global Service desk are handling Major Incidents 24X7, however driving the task of getting Major Incident Reports created will be your task as well as gathering input and creating the report.

Candidate profile:

To be successful in the role, we prefer you have the following skills and experiences:

  • Previous working experience working with ITIL processes and more specifically Incident and Problem Management.
  • Knowledge about other ITIL processes is considered and advantage
  • Relevant ITIL certifications as a minimum ITIL 4 foundation is a requirement
  • Fluent written and spoken English skills
  • Have and open mindset and thrive in and organization where things change

GN brings people closer through our leading intelligent hearing, audio, video, and gaming solutions. Inspired by people and driven by innovation, we deliver technologies that enhance the senses of hearing and sight. We help people with hearing loss overcome real-life challenges, improve communication and collaboration for businesses, and provide great experiences for audio and gaming enthusiasts.

GN was founded more than 150 years ago with a vision to connect the world. Today, inspired by our strong heritage, GN touches more lives than ever with our unique expertise and the broadest portfolio of products and services in our history – bringing people closer to what is important to them. We market our solutions with the brands Jabra, ReSound, SteelSeries, Beltone, Interton, BlueParrott, Danavox, and FalCom in 100 countries. Founded in 1869, GN Group employs more than 7,000 people and is listed on Nasdaq Copenhagen (GN.CO).  Visit our homepage GN.com and connect with us on LinkedIn, Facebooku and X.