SOC ITIL Specialist

Role Description:

• The SOC ITIL and ITSCM functions will act as gatekeepers and quality assurance authorities for Change and Problem tickets in ServiceNow, ensuring their plausibility and correctness. Another primary responsibility is the oversight and control of IT emergency concepts and IT test protocols, as well as the escalation of any identified compliance violations.
• This position requires close collaboration with the ITIL team and other relevant stakeholders, particularly in the alignment and maintenance of SharePoint content, coordination with the ServiceNow team, and the harmonization of cross-team processes.

Working hours: 09:00 am to 06:00 pm (local time / KL time), Mon to Fri.

Key Activities:

Problem management:

• Perform controls on Change and Problem tickets; ensuring that they are processed correctly and in sustainable manner.

IT Service Continuity Management:

• Perform the Business Impact Analysis for GS-Technology Foundation
• Directing the participating units of Commerzbank
• Evaluation of the results
• Perform controls on emergency plans and their test reports, escalations in the event of compliance violations

Specialist Knowledge (work experience, further qualifications):

Qualifications/Skills

Requirements & Qualifications:

• Practical experience in ITIL (Incident, Change, Problem and IT Service Continuity Management).
• Basic theoretical and practical experience in ITIL and service management processes
• Demonstrated IT experience
• Ideally also practical implementation experience with ServiceNow
• Good-problem solving competence
• High level of responsibility and team works
• Good communication and good analytical skills
• Good collaboration skills to work effectively with other teams and end-users
• The project language is English, safe in word and in writing

Additional Skills:

• Strong customer and service orientation with professional demeanor.
• Independent, innovative, and solution-oriented working style.
• Skilled in preparing high-quality documentation (e.g. reports, SharePoint content).
• Proven ability to monitor and analyze IT tools to improve support performance.