About us:

Passion for food. Hunger for tech. We make METRO digital. 

Today technology is driving the world. And at METRO.digital we are driving the technology for one of the leading international wholesalers specializing in food - METRO. From e-commerce to checkout, to delivery software, we work on a wide range of products to make each day a success for our customers and colleagues. With passion and ownership, we build the future of wholesale.  

You are driving to create smart solutions for customers around the globe? You want to grow in a flexible environment? Let the right career opportunity find you and join us! 

How you will make an impact? 

We are responsible for the ITSM processes (with focus on Incident, Problem and Service Request Management).

We develop and improve Metro's ITSM processes worldwide, we provide advice and support for tool handling with JIRA SM and for all questions relating to ITSM processes. We conduct general trainings and support approx. 4000 international users. 


Your Responsibilities:

      • Taking active ownership for the ITSM processes Incident Management (IM), Service Request Fullfilment (SRF), Problem Management/ Post Mortem (PM)
      • Contribute, based on own experience, to our future ITSM process and tool strategy
      • Implementing process improvements incl. requesting of tool development which is performed by an external partner as a part of daily business
      • Act as the “go to person” and Consultant for all internal and external users
      • Quality Assurance QA of processes, monitoring of process compliance with correction notices in case of non-compliance, including product-related refresher training, error analysis, housekeeping 
      • Provider management: managing of process handling by external partners with focus on continuous improvement
      • Organization of training courses for the various processes incl. reporting, provision of training documents, for Internal employees (all Metro companies), External employees, Providers
      • Moderation of ITSM community
      • Responsibility for the content of ITSM reporting

Required key competencies and qualifications:

  •  ITSM knowledge, professional experience in Incident
    Management, Problem Management, Service Request Fulfillment.
  • Knowledge of Jira Service Manager and ServiceNow incl. experience in tool migration
  • Experience with chat bots and AI is desirable
  • ITIL V3 or V4 Foundation certification
  • SQL and JQL knowledge (required to analyze data)
  • Business fluent English skills

    This resonates with you? Apply now!  

    What we offer at METRO.digital?

    • Flexible and remote work: create your own schedule!

    Flexibility defines the way we work and interact with each other. At METRO.digital, you have the possibility to work remotely and adapt your working hours in a very flexible way.

    • People development: when you grow so do we!

    We want you to become the best version of yourself with individual and company-wide programs and trainings for people development. Focused among other on development, leadership, appreciation ... it´s time to upskill your career.

    • Support with individual solutions: we are people-caring!

    Life is full of surprises, full of challenges and we want to support you – whenever YOU need - at an individual level and during every stage of your life.

    Want to know more about all our benefits? Discover more here.

    Let´s connect soon. Apply for the role now!

    Position grade within our career framework: Domain Expert  DE3 (MD7).

    Job Details

    Date posted14 February 2024

    Location(s)Düsseldorf, GermanyBrașov, RomaniaBucurești, RomaniaCluj-Napoca, Romania

    ProfessionDomain Expert

    ProjectVendor management & IT Procurement

    Employment TypeFull-time

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