Job Summary
Werfen has recently set up a Service Management Office. As a trainee you will have the opportunity to gain hands‐on experience in IT Service Management as Werfen has implemented an enterprise‐wide IT Service Management framework. With this, processes like Incident, Service Request, Change and Problem Management have been introduced following industry best practices (ITIL), policies and procedures. Now the team has started to work on the next phases of the ServiceNow roadmap.
Key Accountabilities
As a trainee you can join this exciting journey by supporting the team by :
Participate in workshops / meetings
Understand how the processes are applied in ServiceNow
Improving Service Management Governance Manuals by enhancing and documenting processes
Support in setting up key performance indicators and metrics for monitoring, measuring and managing the performance of systems and services
Support the team in organizational change management activities
Networking / Key relationships
Leadership team of Global Technologies and Services
PMO
Diverse stakeholders from IT team
Vendors / Service providers
Minimum Knowledge & Experience required for the position
Student in the area of Information Technology, Economics, ADE or similar
Good knowledge of Microsoft Office (Excel, Powerpoint, Word)
Basic understanding of ITIL
Skills & Capabilities
Ability to work independently and take decisions in alignment with project team
Good communication and organizational skills
Being analytical, organized and collaborative
Fluent English is mandatory
Travel requirements
No
Individual Contributor Core Competencies
Managing Work – Effectively managing one's time and resources to ensure that work is completed efficiently.
Emotional Intelligence Essentials – Establishing and sustaining trusting relationships by accurately perceiving and interpreting own and others' emotions and behavior; leveraging insights to effectively manage own responses so that one's behavior matches one's values and delivers intended results.
Building Partnerships – Developing and leveraging relationships within and across work groups, including cross‐functional groups, to achieve results.
Decision Making – Identifying and understanding problems and opportunities by gathering, analyzing, and interpreting quantitative and qualitative information; choosing the best course of action by establishing clear decision criteria, generating and evaluating alternatives, and making timely decisions; taking action that is consistent with available facts and constraints and optimizes probable consequences.
Continuous Improvement – Originating action to improve existing conditions and processes; identifying improvement opportunities, generating ideas and implementing solutions.
Continuous Learning – Actively identifying new areas for learning; regularly creating and taking advantage of learning opportunities; using newly gained knowledge and skill on the job and learning through their application.
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