Ogólne informacje

ITSM ServiceNow (or any other Tool – JIRA, BMC Remedy) with ITIL experience
Wymiar czasu pracy
Pełny wymiar czasu pracy
Bośnia i Hercegowina
Enterprise, Technology & Performance
Obszar zainteresowania
Consulting, Customer Experience & User Experience, Data & Analytics, Digital, IT - Development, IT - Services
Tryb pracy

Opis i wymagania

Who we are looking for
  • Proven Enterprise Level Experience
  • 2-5 Years experience with ITSM, Change, Release Management, Incident and Problem Management
  • Someone who has been thru a few ITSM Configuration and Change Process
  • Identify ITIL guidelines and plan for progression for Incident, Problem, Release, Configuration and Change Management. Manage Application Lifecycle
  • Support and manage Change and Release Analysts to ensure continuity of requirements
  • Take ownership of process and come up with solutions and best practices on who to improve the change and release process.
  • Exceptional communications skills with English C2 (highest proficiency)
  • Visionary able to think out of the box and bring forward solutions.


Technical or Specialized Knowledge/Skills

  • Proven ITSM ServiceNow Process Owner experience – building solutions and increasing productivity while improving user satisfaction.
  • Advanced Understanding of ITIL and ITSM fundamentals
  • Experience with implementing and Managing ITSM or ITIL processes.
  • Experience working with a CMDB with excellent Excel capabilities
  • Experience with continuous improvement and streamlining methods.
  • Experience with developing and delivering training on process, standards, policy and best practices.
  • Understanding mentoring and coaching of Junior members of the Team.

Other skills

  • Must be comfortable working in highly collaborative environments
  • Must be able to conduct presentations in group settings in a professional and courteous manner
  • Must be able to learn new and emerging concepts very quickly
  • Must be able to maintain good productivity in developing efficient code and database designs in a very timely manner
  • Experience with Scrum and Kanban development. (preferred)
  • Project Management experience, tools, and methodology familiarity.
Your future role

ITSM ServiceNow Process Owner / Change – Release Management

  • The IT Service Management (ITSM) Process Owner for Incident Management and Change Management will provide oversight and guidance of the associated end-to-end processes including Problem and Release Management.
  • This will be accomplished by working with the ITSM Manager, other ITSM process owners, and IT stakeholders to implement and manage best practices, processes, standards, and policies.
  • The ITSM Process Owner has an advanced understanding of ITIL Incident Management, Change Management, Problem Management, and Release Management as well as the methodologies and techniques needed to guide an organization to the successful attainment of key KPIs and overarching goals of IT Operations.
  • This position will assist in the architecting of strategic priorities, business-aligned processes, and ITSM initiatives acting as the advocate for process and customer experience integrity, as well as the establishment of process best practices, standards, policy, and enabling proper data gathering and validating methods.
  • Possible involvements into HRSD, ITBM, CSM implementations


Essential Functions

  • ITSM Process Owner: Establish integrated and systematic process Incident Management, Problem Management, and Change Enablement. Coordinate Release Management in support of related ITSM processes.
  • Develop the organization's expertise in the processes and methods of Incident Management, Problem Management, and Change Enablement practices and other ServiceNow Modules.
  • Empower people to develop and share knowledge.
  • Provides technical support and problem resolution for customer inquiries regarding the new and existing data analytics, policy, process, standards, and best practices.
  • Develops partnerships with the consumers of the data analytics to understand business needs. Trains on provided reports and dashboards, policy, process, standards, and best practices.

What we offer

First of all, we will do everything possible to help you become the best/best you can be. You'll have Buddy, who until recently was in your position and will guide you through your first days at Deloitte. You'll also get a Coach to guide you through your career. You will undergo a fun, informative and interactive introductory training that will prepare you for your first tasks.

In addition, you will find:

  • The possibility of career development at the largest consulting firm in the world
  • Challenging and interesting projects that will accelerate your personal and professional development
  • Continuous training for the acquisition of skills necessary for work on EU projects
  • Free drinks at the office
  • Work for reputable brands
  • Team-building activities
  • More sports
  • Friendly associates
  • Health insurance (mixed package)
  • Fruits in the kitchen
  • Networking
  • Travel insurance
  • Employee welfare initiatives

Selection process
  1. Application
  2. Online testing (where applicable) 
  3. Interview HR + Business Manager
  4. Quote Letter

Expected start: September 2022

About Deloitte

Deloitte is a collection of different people, experiences, industries and services that we provide in 150 countries around the world. This is an intellectual challenge, a good starting point for your career and a great opportunity to constantly develop and gain valuable life experiences. What you have to do is take the first step - press the application button and send us your CV, go through all the stages of the recruitment process and sign a contract with us. Deloitte is simply your best choice.

About the team

Why waste words? Come and meet us!