German& English Speaking Senior Process Manager

Feladatok:

Tasks:
  • Availability of Event Response Procedures
  • Ensure and review the quality
  • Manages and coordinates the day-to-day Knowledge Management processes and activities
  • Train the Knowledge Contributors
  • Review the Knowledge articles (in case Approval workflow)
  • Defines knowledge categories
  • Encourages Knowledge
  • Users to leave feedbacks
  • Search for Ping – Pong Incidents in SNOW. Indication for missing or wrong Event Response procedures.
  • Adaptation of thresholds. Regular check of incidents in SNOW. Many tickets for the same reason and same server is an indication for unreasonable thresholds. Ticket Resolution has to be checked.
  • Reduction of incidents based on events. Check of resolutions in SNOW. “Irrelevant” alarm
Understand customer contract and its related event flow and ensure together with PBU their quality

Elvárások:

Qualifications
  • Completed studies.
  • Incident, Event and Knowledge management experience.
  • Diligence, reliability, good communication skills
  • Advanced Excel, Powerpoint knowledge
  • Knowledge Management about Incident Management Process TSI
  • German skills - fluent speaking for customer communication mandatory
  • English - fluent speaking for customer communication mandatory
Additional Information
  • Advantages: ITIL4 certification
  • Personality: Has good analytical skills, is result and success oriented, also an excellent team player and able to think independently.

Munkavégzés helye

Magyarország

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