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ITIL process engineer (m/f/d)

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Date: 02-Jan-2021

Location: Düsseldorf, Germany

Company: Uniper



For our Service Management Process Go team in Düsseldorf we are looking for you!



What we offer
At Uniper, we believe in rewarding our employees for their hard work. We offer competitive salaries, company pensions and performance related benefits. Our people can also take advantage of our extensive flexible benefits package with discounts on high street vouchers, health and dental care, holidays and more.



How we work
Our people are key to our success. Our core objective is to provide them with a supportive and entrepreneurial work environment that fosters collaboration. This allows our people to take responsibility and make optimal use of their skills. Together, we want to shape the future of energy.



What we are looking for

ITIL Responsibilities

  • Provide leadership for the implementation of ITIL/ITSM processes and help evangelized the IT department towards the ITIL framework
  • Establish ITSM standards for multiple ITIL processes, including identification of interdependencies between defined processes
  • Collaborate with IT, Process Owners and Stakeholders to gather and analyze needs, translating these needs into requirements
  • Create thorough and accurate documentation for all ITIL/ITSM processes
  • Ensure ITIL/ITSM processes are trained, understood, adhered to and continuously improved upon
  • Establish and support controls and procedures to review, assess, prioritize, & track compliance
  • Collect and provide key management reporting of KPIs & metrics to subsequently measure, review & analyze the effectiveness & efficiency of ITIL/ITSM processes
  • Communicate, liaise & conduct organizational change management with various departments to facilitate implementation of new or improved processes verbally and/or through written documentation
  • Maintain up-to-date knowledge of industry best practice standards. Support the enterprise by providing information on best practice implementations
  • Manage, drive and coordinate Service Support process improvement rollouts such as but not limited to Incident, Request, Problem, Knowledge, Configuration and Change management processes
  • Document User Guides, Process Flows, Training Material and improvement methodologies for collaboration and adoption across cross-functional groups for process rollouts and tool adoption
  • Working with Technology Operations teams help move from Service Desk driven operations to Self Service capabilities
  • Experience working with ServiceNow is preferred and in particular helping to design/implement new ServiceNow implementations
  • Use data analytics to provide actionable, timely and accurate reporting to improve service delivery, infrastructure management and overall process improvement

Incident Management Responsiblities

  • Support and steer overall Incident Management process lifecycle by steering the process supporting the operatios and provide consultancy
  • Provide reports and impact updates/analysis to stakeholders and leadership as required (in verbal and written form)
  • Prepare customer facing communications for status updates and incident reports
  • Capture Incident information and update all necessary documents, maintaining information stored in the department tools.
  • Participate in meetings and work with Problem Release and Change Managers to support process integration



Who we are seeking

  • A strong understanding of IT Service Management delivery
  • Experience managing an ITIL process in a multi-vendor ecosystem (ITIL certifications expert level)
  • Proficient in knowledge of the IT infrastructure and digital delivery model (hardware, databases, operating systems, devops, local area networks etc)
  • Excellent communication skills, strong problem solving, quantitative and analytical abilities, customer oriented
  • Experience with the ServiceNow toolset
  • Ability to effectively operate with high energy and flexibility in a fast-paced, constantly-evolving team environment
  • English and German language excellent level




If you have any questions about this role, please contact:
Ivan Evdokimov
Please note that applications by e-mail cannot be considered for data protection reasons.



Job information

Contract type: Unlimited  
Working Hours:     Full time,  
Start Date:




Uniper is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion, belief or marital status. We actively promote diversity, equality and flexible working.