ITSM Process Specialist (ITIL) (all humans)

We are part of Erste Group – the largest banking group in Central and Eastern Europe with more than 2,500 branches and over 45,000 employees. Our more than 2,000 IT experts and enthusiasts are the bank's Digital Muscle.

The Service Management and Controls team provides a central monitoring and reporting solution but also has within responsibility the IT Service Management processes and procedures in order to ensure the reliable and highly available operation of our IT as well as application services.
You will be part of a team of IT Service Managers where close collaboration is fostered, decisions are made in sync and communication is done to other areas and stakeholders actively.

We are looking for an IT Service Management specialist with process expertise in the area of central ITIL that ideally covers knowledge and capabilities overall for Change, Incident, Problem, Configuration, Capacity, Release and Deployment.

What to do:

• ​​​​​​​Continuous consideration of possible process improvements and support for them (by adhering to the latest frameworks of ITIL)
• Work closely with other process managers in accomplishing the backlog of improvements and projects to implement and support effective solutions for ITSM
• Incorporating Cloud services into existing ITSM processes and procedures, ensuring seamless service delivery and operational continuity, as well as regulatory compliance
• Capability to develop and execute a plan for transitioning ITSM processes to support a cloud-first strategy, including risk assessment, stakeholder engagement, and change management
• Integrate and increase automation of processes in ServiceNow
• Have a data driven approach of the processes and process quality (examine data quality, analyze KPIs) and implement necessary measures
• Consulting stakeholders and supporting implementation of new projects while adhering to our processes
• Conduct trainings and developing learning modules for core ITSM Processes

You check these boxes:

• A completed education (HTL, FH, university and/or experience in the bank IT environment)
• You bring a high problem-solving ability, speak the language of the different internal and external stakeholders
• Proficient in utilizing ServiceNow for IT Service Management and process automation
• Proven experience in IT Service Management (ITSM), including process design, implementation, and optimization in line with ITIL or similar framework
• Solid understanding of integrating SaaS, PaaS and IaaS processes into ITSM practices
• You have a solution-oriented mindset and continuously look for opportunities to improve processes and way of working
• You are familiar with Kanban and working with OKRs
• You understand how to bring people together, communicate goals and bring about decisions
• You have a very good command of English (German language is an advantage)

Why you will like us:

• 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
• A competitive and performance-related salary dependent on your professional and personal qualifications is granted - the minimum wage for this position in accordance with the respective collective agreement is EUR 52.136,-- gross per year. But this is just a formality, we are more than happy to discuss your actual expectations.

The way we are:

• Erste Group considers the diversity of its employees as key to innovation and success. As employer we are proud to offer everyone equal chances, irrespective of age, skin colour, religious belief, gender, sexual orientation or origin.