Fujitsu is the leading Japanese information and communication technology (ICT) company, offering a full range of technology products, solutions and services. We use our experience and the power of ICT to shape the future of the global society together with our customers.
Fujitsu provides newest technologies and products for informatics and communication to clients in more than 100 countries. Using our many years of experience and innovation potential, we are committed to digital co-creation together with our customers. Fujitsu provides unique digital services that are designed to leverage connectivity and data-driven intelligence in order to empower people by delivering a truly human-centric value.
We are looking for
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Want to work with teams who achieve together and with technology that is shaping the way the world learns and lives? Come and #ShapeYourWorld at Fujitsu! We are the leading Japanese information and communication technology (ICT) company, offering a full range of technology products, solutions, and services. We use our experience and the power of ICT to shape the future of the global society together with our customers. Were looking for a Service Process Controller with English, Read the job description, leave your CV and grow as an expert with us!
Process Controller main responsibility is to control, coordinate and cooperate with Business Units, Customers and higher/lower level support functions in specific aspect of the ITIL process.
Responsibilities
- Following established processes / systems and recommends improvements to these as appropriate to resolve routine customer enquiries.
- Taking ownership for documenting, and monitoring adherence to all account related processes.
- Ensuring the processes in place are aligned with the contractual requirements; Acting as point of escalation and owning management of the processes leading to successful resolution of the escalated issue.
- Implementing of any new processes resulting from account changes as well as ensuring full team engagement in the new developments.
- Escalating issues as necessary to deliver required service level and meet or exceed customer expectations / SLA.
- Monitoring performance through statistical reporting and analysis.
- Analysing and identifying areas of improvement to the service to ensure customer satisfaction.
- Preventing negative trends by properly raising and reacting to performance and progress gaps.
- Accepting personal responsibility for customer problems and champions customer issues to resolution.
- Building and enhancing strong customer relationships and acting as an escalation point for the customer.
- Taking responsibility for learning about all current customer needs.
Requirements
- Interest in IT operations/service management.
- Proven ITIL related knowledge– (nice to have but not mandatory).
- Ability to demonstrate knowledge of ITIL Service Management framework or interest in gaining knowledge.
- Excellent communication skills (written / verbal).
- MS Office Skills.
- Good English written and oral communication skills.
We are offering
- MyBenefit platform.
- Private medical healthcare.
- Sport cards.
- Lunch benefits and discounts.
- Group insurance.
- Glasses refund.
- Awards.
- Holiday allowance „Wczasy pod gruszą”.
- Virtual Trainers Team.
- SABA – free of any charge learning platform with e-learning, e-books, courses, and educational materials.
- Introduce a friend.
- 2 happy hours per month.
HUMAN-CENTRIC ENVIRONMENT
- Friendly atmosphere in the air that you will miss on your day off.
- You are treated with respect, as a person and not only as an employee.
- Work-life balance
- Appreciation of your work, awards program.
- Diverse and international working environment.
- Employment stability.
EMPOWERMENT
- We develop our unique know-how.
- Employees can have an impact on the services provided to clients.
- Openness to dialogue.
WORLDWIDE IT SOLUTIONS
- Access to innovative technologies with which we work on a daily basis.
- Industry-leading solutions, systems and programs.
- Innovative labs.
CAREER CHOICE AND OPPORTUNITIES
- Wide range of trainings, courses, conferences.
- Opportunities for professional growth and promotions.
- Development opportunities in all directions.
- Following established processes / systems and recommends improvements to these as appropriate to resolve routine customer enquiries.
- Taking ownership for documenting, and monitoring adherence to all account related processes.
- Ensuring the processes in place are aligned with the contractual requirements; Acting as point of escalation and owning management of the processes leading to successful resolution of the escalated issue.
- Implementing of any new processes resulting from account changes as well as ensuring full team engagement in the new developments.
- Escalating issues as necessary to deliver required service level and meet or exceed customer expectations / SLA.
- Monitoring performance through statistical reporting and analysis.
- Analysing and identifying areas of improvement to the service to ensure customer satisfaction.
- Preventing negative trends by properly raising and reacting to performance and progress gaps.
- Accepting personal responsibility for customer problems and champions customer issues to resolution.
- Building and enhancing strong customer relationships and acting as an escalation point for the customer.
- Taking responsibility for learning about all current customer needs.
- Interest in IT operations/service management.
- Proven ITIL related knowledge– (nice to have but not mandatory).
- Ability to demonstrate knowledge of ITIL Service Management framework or interest in gaining knowledge.
- Excellent communication skills (written / verbal).
- MS Office Skills.
- Good English written and oral communication skills.
We are offering
- MyBenefit platform.
- Private medical healthcare.
- Sport cards.
- Lunch benefits and discounts.
- Group insurance.
- Glasses refund.
- Awards.
- Holiday allowance „Wczasy pod gruszą”.
- Virtual Trainers Team.
- SABA – free of any charge learning platform with e-learning, e-books, courses, and educational materials.
- Introduce a friend.
- 2 happy hours per month.
HUMAN-CENTRIC ENVIRONMENT
- Friendly atmosphere in the air that you will miss on your day off.
- You are treated with respect, as a person and not only as an employee.
- Work-life balance
- Appreciation of your work, awards program.
- Diverse and international working environment.
- Employment stability.
EMPOWERMENT
- We develop our unique know-how.
- Employees can have an impact on the services provided to clients.
- Openness to dialogue.
WORLDWIDE IT SOLUTIONS
- Access to innovative technologies with which we work on a daily basis.
- Industry-leading solutions, systems and programs.
- Innovative labs.
CAREER CHOICE AND OPPORTUNITIES
- Wide range of trainings, courses, conferences.
- Opportunities for professional growth and promotions.
- Development opportunities in all directions.
