​​RWE Supply & Trading GmbH
To start as soon as possible, Full time, Permanent

Your future plans

• As an IT Problem Manager, you will assess problems, coordinate problem analyses with the respective departments and thus proactively support the relevant communication (internal / external)
• Definition of measures for the preventive reduction of possible causes of malfunctions, among other things through the use of new technologies such as AI and automated cause recognition
• Continuous analysis of the reported problem tickets and ensuring the implementation of resulting measures
• You play a key role in the conception, establishment, automation and continuous improvement of process chains in the areas of IT Problem Management and harmonisation of interfaces to other ITSM processes (e.g. incident management, security management, change management)
• Analyse and identify the root causes and impacts of any service availability / resilience issues, to determine the appropriate actions and improvements (e.g. root cause analysis (RCA), impact analysis, and service improvement plans (SIPs)) with the goal to prevent or minimise the recurrence and severity of service availability / resilience issues, and to enhance customer and user satisfaction
• Together with stakeholders, you define key performance indicators (KPIs) for controlling and reviewing the processes and establish reporting and monitoring mechanisms for this purpose
• Definition of the technical requirements for the problem management process in the ITSM tool used, ServiceNow, in order to achieve sustainable and high quality results

Your powerful skills

• You have completed a relevant IT apprenticeship with several years of experience in IT Service Management or a degree in (Business) Informatics
• You have very good ITIL knowledge
• You have the ability to understand and analyze complex issues and to communicate them in a target-group-oriented manner
• You have knowledge of ITSM tools
• You work responsibly, carefully, in a structured and independent manner and are not afraid to change things
• You are a strong communicator and assertive, but still work in a team-oriented manner
• You work in a service and customer-oriented manner, enjoy communicating with stakeholders and adapting to their needs
• You have fluent language skills in German and English (written and spoken)

Advantageous, but not a must

• Experience with ServiceNow
• Experience in IT Problem Management

Benefits you can rely on

• Working in a great team with good team atmosphere
• Playing an important role in IT Infrastructure operations as IT Problem Manager 
• Ability to actively challenge and change working patterns in favour of IT Infra
• Hybrid working - possibility to partially work from home

          
rwe.com/career
​Apply now with just a few clicks: ad code 81887
Any questions? Deborah Münz (Recruiting), +49 152 5790-6888
We look forward to meeting you!

We value diversity and therefore welcome all applications, irrespective of gender, disability, nationality, ethnic and social background, religion and beliefs, age or sexual orientation and identity. #inclusionmatters
Of course, you can find us on LinkedIn, Twitter and Xing, too.

RWE Supply & Trading is the interface between RWE and the energy markets around the world. Approximately 1,700 employees from over 50 different countries trade (renewable) electricity, (green) gas, commodities and CO2 emission allowances. The trading entity also ensures the commercial optimisation of RWE’s power plant dispatch and markets electricity from renewables.

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