ServiceNow Problem and Knowledge Manager

Hybrid, Krakow

Do you have a strong understanding of IT processes and a passion for streamlining operations? Are you an expert in knowledge management and problem resolution? If so, we have the perfect role for you! We're seeking a highly motivated ServiceNow Problem and Knowledge Manager to join our team and play a pivotal role in boosting our IT service delivery.

What you will be doing:

As the ServiceNow Problem and Knowledge Manager, you will be the Process Owner of our Problem and Knowledge Management processes. Your role will be crucial in configuring Problem Management settings, acting as a Problem Coordinator, and ensuring problems are permanently resolved or prevented. Additionally, you will perform administrative functions for the knowledge bases, managing categories, pinning important articles, and approving changes.

Scope of responsibilities:

In this dynamic position, you'll wear two crucial hats: Problem Coordinator and Knowledge Management Expert. You'll be... responsible for tackling complex IT issues, ensuring permanent solutions, and fostering a thriving knowledge base that empowers our users.

Problem Management:

• Problem Assessment: Ensure problems are genuine, analyzing and validating issues with precision.
• Monitoring and Control: Take charge of detecting, recording, assigning, escalating, and resolving problems, ensuring seamless operations.
• Team Coordination: Lead technical and service support teams, making critical decisions on fixes and managing associated risks with confidence.
• Comprehensive Documentation: Create detailed problem documentation, and publish effective workarounds and known error articles to streamline resolutions.
• Quality Assurance: Conduct thorough reviews of problems, ensuring high standards of quality and completeness.

Knowledge Management:

• Category Management: Define and manage knowledge categories, orchestrating the day-to-day knowledge management processes with finesse.
• Content Excellence: Review and refine submitted knowledge articles, ensuring they meet the highest standards of content quality and accuracy.
• Expert Collaboration: Collaborate with support team experts to validate content, ensuring it meets user needs and technical accuracy.
• Innovative Solutions: Identify and develop new content and solutions, addressing the evolving needs of end users.
• Template Mastery: Design and maintain intuitive knowledge templates, encouraging a culture of contribution and shared expertise.

Process Ownership:

• Visionary Leadership: Define and drive the overall mission, continuously improving the Problem and Knowledge Management processes.
• Strategic Goal Setting: Establish and communicate clear process missions, goals, and objectives, aligning with organizational vision.
• Detailed Documentation: Develop and maintain comprehensive process and procedure documentation, ensuring clarity and accessibility.
• Empowered Team: Ensure proper staffing and provide robust training, empowering the team for successful process execution.
• Consistent Excellence: Maintain consistency in process execution, ensuring high standards and reliability.

What you need to succeed:

• Strong knowledge of ITSM processes; ITIL Certificate v4 is a valuable asset.
• Over 5 years of experience in IT service management or a minimum of 2 years in a similar role, demonstrating a solid track record of success.
• Extensive hands-on experience with ServiceNow, showcasing your ability to navigate and optimize the platform.
• Highly energetic and collaborative, with exceptional interpersonal skills to foster a positive and productive team environment.
• Outstanding written and verbal communication skills in English, at least C1 level.

What’s in it for you:

• Discounts on Quality Products: Benefit from compelling discounts on our own-brand products (including Salomon, Atomic, Peak Performance, and more).
• Meaningful Projects: Contribute to responsible projects with dedicated teams, making a real impact and driving positive change.
• Continuous Learning: Access our e-learning platform with a wealth of engaging learning content to expand your knowledge and skills.
• Engaging Company Culture: Experience a workplace with a strong team spirit and an open, appreciative culture, where you'll feel valued and part of a supportive community.
• Smooth Transition: Benefit from a comprehensive onboarding program designed to help you integrate seamlessly into our organization.
• Career Growth: Elevate your career in the IT department.
• Global Exposure: Collaborate with a diverse, international team.
• Work-Life Balance: Enjoy flexibility, including hybrid work options, for a harmonious work-life balance in our modern and well-connected Kraków office.
• Employee Perks: Access a range of benefits such as discounts on Amer Sport's’ products, Udemy self-learning, private medical care, life insurance, bonuses, and more, all focused on your well-being.
• Inclusive Culture: Embrace a relaxed atmosphere without formal dress codes. Join us for annual events, and unwind in our chillout room with foosball and gaming consoles.
• Global Impact: Engage in diverse and challenging projects alongside colleagues from varied backgrounds.

Our Candidate-Centric Hiring Process:

At Amer Sports, we believe in making your journey through our hiring process as seamless and engaging as possible. We are committed to finding the best talent to join our team, and we appreciate the effort and time you invest in exploring opportunities with us. Here's a glimpse of what you can expect:

• CV Screening
• Phone Screening
• Interview with the Hiring Manager
• Feedback & Decision

Apply now!

If you have any questions or need clarification at any stage of the application process or during your journey with us, please don't hesitate to reach out to recruitment-cracow@amersports.com (HR). We're here to provide you with the support and information you need to make your experience with Amer Sports as smooth and enjoyable as possible. Your success and satisfaction are our top priorities, and we're always here to assist you!

First application date: 29 May 2024

Employment type: Employee open-ended contract

Amer Sports

We are a global group of iconic sports and outdoor brands such as Arc'teryx, Salomon, Wilson, Peak Performance, Atomic, and Armada.

Our purpose is to elevate the world through sport. From courts to slopes, from cities to mountains, and everywhere in between, we inspire people to explore and experience the joy of sports and lead better, healthier lives.

With us, you get to inspire people to experience the joy of sports while building a network of like-minded people around the world. We have an open and relaxed culture that encourages you to grow professionally and tend to your wellbeing.

Our core values are:

• Always authentic

• Better together

• Committed to impact

• Driven to excellence

Our global community of 11,400 people operates in 41 countries. Amer Sports, Inc. shares are listed on the New York Stock Exchange.

Meet some of our passionate people, and learn how they are elevating the world through sport