ITSM Process Manager (ITIL) (all humans)

Make a difference in the financial life of millions of people: At Erste Digital you are co-creating the digital future, in which better financial health is possible. We are looking for an expert in IT Service Management with process expertise in the area of central ITIL.

Requirements

• Continuous consideration of possible process improvements and support for them (by adhering to the latest frameworks of ITIL)
• Have a data driven approach of the processes and process quality (examine data quality, analyze KPIs) and implement necessary measures
• Lead and work closely with other process managers in managing the backlog of improvements and projects to implement and support effective solutions for ITSM
• Set the direction for ongoing maturation of ITSM tool (ServiceNow) to ensure maximum effectiveness with respect to process execution and reporting capabilities
• Ownership of overall ITSM policy and procedures including regularly reviews and adaptations of processes, procedures and other standard work and ensure all revisions are appropriately deployed, to include requisite training of all impacted parties and stakeholders
• Consulting stakeholders and supporting implementation of new projects while adhering to our processes (e.g. Cloud transitioning)
• Leading frequent internal and external audits around the ITSM Processes
• Work closely with the Process team to ensure we are meeting the agreed targets but also you take care of their development
• You act as a SPOC for ITSM topics with the Group and other Stakeholders from different entities

Benefits

• Possibility to benefit and learn from our international, talented and passionate community at Erste
• Interest groups and clubs: Take part in discussions and get involved in projects. Numerous interest groups invite you to engage with a topic
• Health Centre – The Erste Campus operates a fully equipped health center that offers all employees a high standard of medical services during working hours.
• Employee benefits – Benefit from special conditions for financial services and insurances, supermarkets, clothing stores and many more.
• Employee Referral Program – Become a talent scout for career opportunities in IT. We are rewarding every successful referral for Erste Digital