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HEINEKEN
ITSM Problem Manager
Join HEINEKEN as an ITSM Problem Manager in Kraków. Leverage ServiceNow for Problem Management, driving ITIL & Agile improvements. 3+ years in ITSM required.
Direct Hire
Mid-Level
ServiceNow Role Type:
Support Specialist
ServiceNow Modules:
Change Management
DevOps
IT Service Management
Incident Management
Integration Hub
Problem Management
ServiceNow Certifications (nice to have):
Certified Implementation Specialist - IT Service Management
Job description
Posted on:
August 20, 2025
HEINEKEN is seeking an ITSM Problem Manager to strengthen their IT Service Management processes in the Kraków office. The role focuses on executing Problem Management processes, coordinating RCA investigations, and identifying process improvements. The ideal candidate will have experience with ITIL and Agile methodologies, and excellent communication skills. The role supports Heineken's digital transformation and the integration of IT services.
Requirements
- Bachelor/Master’s degree or equivalent experience
- 3+ years of experience with established IT Service Management practices
- 2+ years of experience as a Problem Manager
- ServiceNOW ticketing tool experience
- Experience in Incident Management, Problem Management, Change Management, Release Management, etc.
- Agile ways of working for IT products knowledge
- ITIL V3 or ITIL 4 Foundation Level certification
- Agile foundation certifications
- ITSM OSA certificate or equivalent
- Excellent communication skills
- Problem-solving mindset
- ITIL OSA certificate or equivalent
- Agile foundation certificates (especially Scrum)
- service Desk experience
- service NOW certification
- Reporting and/or automation experience
- Excellent written and verbal English
Requirements Summary
Bachelor’s degree or equivalent experience. 3+ years of IT Service Management experience. 2+ years as a Problem Manager. Strong ITIL & Agile skills
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