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Process Owner – Problem Management (m/f/d)

Job Description

At Lisbon Tech Hub we create value in the digital transition of companies from Portugal to the world. There are more than 1200 professionals working in Cybersecurity, Analytics Business Intelligence, Application Lifecycle Management, IT Project & Service Management and IT Infrastructure Management. 

We are a global powerhouse focusing on the areas of electrification, automation, and digitalization. One of the world’s largest producers of energy-efficient, resource-saving technologies, Siemens is a leading supplier of systems for power generation and transmission as well as medical diagnosis. In infrastructure and industry solutions the company plays a groundbreaking role.

Looking for a chance to create a positive impact on our society? Join us!

What role will you play?

We are hiring an Owner for the Siemens Problem Management Process.

Key areas of responsibility include those below:
  • Service Integration: Lead in the integration of new services / applications / providers into the ServiceNow Problem Management module (relying on a Demand Management process).
  • Process Management: Lead in the overall delivery of the Problem Management process within the organization, including the delivery of high-quality RCAs, the timely implementation of corrective actions, the proactive identification of risks and other issues to be addressed relying on Problem Management; leverage the integration of Problem Management with other ITSM processes such as Incident, Knowledge, and Change Management; act as the strategic leader of the Problem Management process, ensuring continuous improvement and innovation.
  • ServiceNow Development: Transformation of the ServiceNow Problem Management module to support the needs of the business (relying on Story Management, Agile Development, and DevOps).
  • Performance Management: Monitor and improve the overall Problem Management performance in a multi-provider environment.

What are my responsibilities in any of the key areas? 

Service Integration
  • Act as a Demand Manager for new internal customer requests relating to Problem Management (Integration of new services, new Problem Management module requirements, etc..).
  • Screen customer requests to identify and design the most suitable solution.
  • Coordinate the integration of the new service/solution into the ServiceNow Problem Management module and relevant support frameworks.
  • Coordinate provider activities to ensure the expected customer outcomes within defined timelines (ServiceNow configuration / ServiceNow features)
  • Assess User Experience aspects of any new or transformed service to always ensure adherence with the final goal of user satisfaction

Process Management
  • Oversee Problem Management delivery, identifying and implementing corrective actions where applicable. Lead in the innovation and continuous improvement of the process.
  • Ensure the delivery of Problem Management outputs within expected timeframes and quality standards.
  • Actively participate, where required, in proactive Problem Management by identifying risks, trends and errors to be tackled via the Problem Management process.
  • Further the integration of Problem Management with other ITSM processes.
  • Participate in regular Performance review meeting with Providers and Stakeholders to plan and follow up on improvement topics relating to Problem Management.

ServiceNow Development
  • Act as the product owner for the Problem Management module and Agile development.
  • Coordinate service development and implementation as Problem Management Product Owner.
  • Manage development stories end-to-end (define and create stories based on identified improvement areas or customer request; support DevOps for requirement clarification; test solutions before release).
  • Support defect analysis impacting the Problem Management module.
  • Ensure that DevOps provider activities are aligned with the expected outputs, and within agreed timelines.
  • Act in full coordination with other Product Owners allowing for cross-module alignment, maximizing benefits while building standard, comprehensive, and re-usable solutions.

Performance Management
  • Monitor the overall Problem Management process performance.
  • Proactively identify critical areas impacting process execution and user satisfaction .
  • Have an analytical mindset to consider the different aspects of the Problem Management process delivered worldwide to all Siemens Users, composed by multiple services, and executed by multiple providers.
  • Involve and coordinate providers responsible for Problem Management operations

We are looking for:
  • Bachelor's degree in Computer Science, Engineering or equivalent experience.
  • At least 3 to 4 years of proven working experience as a Service manager in the information technology sector.
  • At least 3 to 4 years of proven and direct working experience within the Problem Management process.
  • Consolidated and proven expertise on Service Desk practices.
  • Advanced knowledge on additional ITSM processes (Major Incident & Incident Management, Knowledge Management, Change Management, Service Request Management…).
  • Advance Knowledge on ITSM modules within ServiceNow.
  • Expertise on Service Orchestration in a multi-provider environment.
  • Knowledge on Agile Development.
  • Knowledge in Service Transition.

What we have to offer:

A flexible home office and schedule policy, virtual budget to improve your home office setup, health insurance, a Pension Plan and a Siemens Share Program time and financial support to your studies, medical center in the facilities, sport groups, 2 days for volunteering initiatives and a cool and relaxed environment. 
Access to e-learning platforms (Learnlight, Linkedin Learning and more), discounts with partners.

As an equal-opportunity employer we are happy to consider applications from individuals with disabilities.

#Siemens #LXTechHub #ITMakesUsMove

We recognize that building a diverse workforce is crucial to the success of our business. Therefore, Siemens provides equal employment opportunities to all qualified individuals without regard to race, creed, color, religion, national origin, age, gender, marital status, sexual orientation, or non-disqualifying physical or mental handicap or disability.
We strongly encourage applications from a diverse talent pool and welcome the opportunity to discuss workplace adjustments with all our applicants to develop agile working and innovation.

Organization: Information Technology

Company: Siemens S.A.

Experience Level: Mid-level Professional

Full / Part time: Full-time

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