GBS Service Request & Problem Management Process Owner (ServiceNow)

• Own and govern the GBS Service Request Management, Case Management and Problem Management processes across all ServiceNow modules and service towers.
• Define and maintain process standards, workflows, and policies, ensuring alignment with GBS and enterprise service management frameworks.
• Monitor SLA and service performance, identifying root causes of recurring issues, inefficiencies, or bottlenecks.
• Lead problem management practices, ensuring timely root cause analysis, corrective actions, and prevention of repeat incidents.
• Partner with service tower leads and regional delivery teams to ensure consistent ticket categorization, routing, and resolution quality.
• Collaborate with the ServiceNow platform and automation teams to optimize workflows and enhance the end-user experience.
• Drive "shift-left" initiatives leveraging self-service portal, GenAI chatbots, and improved knowledge content to reduce ticket volume and improve first-contact resolution.
• Conduct trend and data analysis to identify improvement opportunities and support continuous service performance optimization.
• Partner with IT and Transformation leads to ensure integration of process enhancements into the broader ServiceNow roadmap.

• Proven ownership of global process frameworks in a GBS or shared service environment
• ServiceNow optimisation experience, going beyond basic platform usage to improve workflows, visibility, automation, reporting, and service outcomes
• Reducing ticket demand through shift-left initiatives, automation, self-service.
• Using data such as SLA performance, root cause analysis, ticket trends, demand insights, and operational reporting to identify systemic issues and drive change
• Leading transformation across multiple regions, functions, service lines, or business towers
• Influencing stakeholders across towers and functions without direct authority
• Delivering measurable improvements in service performance, efficiency, user experience, or operational control

• 5 years of experience in

• Strong background in

t (ITIL Foundation certification required)

• Experience managing

: particularly request, case, and problem modules. (not developer level of experience but business level of experience, understanding how those modules work from both end user and form supporter perspective )

• Catalogue items, workflows and Agent Workspace
• Experience with at least two of the following products: • Virtual Agent and Employee Center
• HRSD (Human Resources Service Delivery)
• Finance Case Management (FCM)
• S2P (Source To Pay)
• ITSM (IT Service Management)

• Confident facilitator who can engage both business and technical teams.
• Demonstrated success in cross-functional collaboration and influencing without direct authority.
• Proven ability to analyse operational data and translate insights into actionable improvements.
• Analytical and data-driven with a continuous improvement mindset.
• Customer-centric with a passion for simplifying and digitizing the user experience.

• Exposure to automation, AI / chatbot, and self-service enablement initiatives
• ServiceNow University official Certifications: • Welcome to ServiceNow
• ServiceNow CSA (Certified System Administrator)

• Annual bonus based on financial results and employee performance evaluation.
• Employer financed private healthcare at LuxMed for employees. Additional packages can be purchased.
• Group life insurance
• Subsidy for glasses/contact lenses worn for work, up to the amount of PLN 600 gross, every two years
• Subsidy for extra-curricular activities within the cafeteria system on the myBenefit platform/subsidy for Multisport cards, up to the amount of PLN 100 gross per month
• Internet and electricity allowance for remote work, in the amount of PLN 100 gross per month
• Increased funding for the Employee Capital Plans (PPK) program; Rolls-Royce Sp. z o.o. contributes 3% to this program
• Additional vacation days based on length of service
• Hybrid work model (

)

• Flexible start time between 7:00 AM and 9:00 AM
• Work in a modern office located in the Krakow center - the Unity Tower (ul. Lubomirskiego 20)

Our vision is to ensure that the excellence and ingenuity that shaped our history continues into our future. Our multi-year transformation programme aims to turn Rolls-Royce into a high-performing, competitive, resilient and growing company. Join us, and it can be your future vision too.

Rolls-Royce are committed to being a respectful, inclusive, and non-discriminatory workplace where individuality is valued, diverse perspectives fuel innovation, and everyone can thrive.