Trainee IT Service Management

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

Minimum Knowledge & Experience required for the position :

Skills & Capabilities :

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.