Service Request & Problem Management Process Owner
Rolls-Royce
Krakow, Poland
Not specified; annual bonus available; private hea...
2d onsite
Servicenow platform experience
Itil or esm framework knowledge
Root cause analysis leadership
The role is responsible for the end-to-end design, governance, and continuous improvement of GBS ticket management processes across all ServiceNow applications
Job Summary
The role is responsible for the end-to-end design, governance, and continuous improvement of GBS ticket management processes across all ServiceNow applications.
Incumbents will lead initiatives to shift left by embedding self-service, GenAI chatbots, and knowledge management capabilities into the operating model.
Rolls-Royce offers a hybrid work model with flexible start times, private healthcare, and an annual bonus as part of their benefits package.
Matching Summary
The role is responsible for the end-to-end design, governance, and continuous improvement of GBS ticket management processes across all ServiceNow applications.
Salary
Not specified; Annual bonus available; Private healthcare and group life insurance included
Skills & Requirements
Must-have
ServiceNow platform experience
ITIL or ESM framework knowledge
Root cause analysis leadership
SLA monitoring and management
Cross-functional collaboration skills
Nice-to-have
GenAI chatbot implementation exposure
Shift-left initiative drive
Continuous improvement mindset
Customer-centric user experience focus
Confident facilitation abilities
Key Requirements
5+ years in service management or GBS operations
Strong background in Request, Incident, and Problem Management
Experience managing ServiceNow request, case, and problem modules
Relevant certifications like ITIL v4 or ServiceNow Process Owner advantageous