Related skills
confluence incident management servicenow sla jira service management📋 Description
- Stand up end-to-end incident, problem, and defect operating model.
- Install best practices; create a single source of truth; push systemic.
- Build a knowledge repository enabling self-service and faster restoration.
- Implement/optimize ITSM tooling (ServiceNow/JSM + Confluence) with workflows.
- Drive RCA discipline and post-incident reviews; track preventive actions.
- Define/monitor KPIs: MTTR, recurrence, backlog, KB deflection, SLA.
🎯 Requirements
- 7+ years in ITSM/Quality/Defect or Problem Management, banking/regulated.
- Hands-on process buildout: governance, RACI, taxonomy, reporting.
- Strong facilitation: triage forums, RCA sessions, exec-ready reporting.
- Polish language mandatory (C1); English (B2+) recommended.
- Nice-to-have: ITIL v4; ServiceNow/JSM certs; ITSM-CI/CD integration.
🎁 Benefits
- Hybrid work with Warsaw office.
- Access to required IT equipment.
- Ongoing learning opportunities.
- Flat, non-hierarchical structure.
- Culture focused on innovation and impact.
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