About us
Capgemini Infrastructure Services is one of the biggest outsourcing service providers in Poland. IS has achieved great success and grown rapidly since the establishment of our first service center in Krakow in 2004. In 2006, we opened a second center in Katowice and in 2012 a third center in Opole. Today, our team of 1,600 professionals delivers IT outsourcing services to 40 clients in 20 languages.

Position purpose
The purpose of this role is to provide support to IT personnel, conduct application tests according to specified procedures and standards for an automotive industry client. The role will also need to contact business and technical personnel, suppliers of the client, 3rd parties – to provide quality level of information, recommendations and consultancy.

Job description
Service Request Designer/Architect will be responsible for designing, documenting and implementation the fulfillment processes in BMC’s SRM. The sought person has to be proficient, knowledgeable and experienced with the BMC SRM tool, having at the same time a strong business background and be able to capture & transfer business expectations in to the SRM architecture.

Key Responsibilities
• Analysis and documentation of business requirements for the Service Requests
• Design Service Request Fulfilment Process/Procedure for various Service Request Type
• Prepare requirements for the Tools Team to implement fulfilment process within ITSM
• Ensure each Service Request Fulfilment is correctly implemented and tested
• Design and maintain proper categorization for Service Requests
• Ensure each Service Request offering has correct approval path

Candidate’s profile
Required Skills:
• The background in tools and methodology used for business analysis
• Strong verbal, presentation and written communications skills
• Good interpersonal, problem solving, reasoning and analytical skills
• Strong attention to detail and quality
• Ability to organize and work effectively with teams
• Ability to work proactively
• ITIL Foundation level minimum
• Excellence English language skills
• Ability to multitask, prioritize and meet deadlines
• Process design skills

Required Experience: min 5 years in the SRM area

• Experience with delivery ITIL based processes
• Proven record of BMC SRM designing & implementations (references would be an asset)
• BMC Remedy ITSM experience generally:
o Knowledge on how Remedy ITSM tool is ‘set up’ including all active modules
o Knowledge on the different ticket types, their use and constraints
o Knowledge on the what SLA’s are, how they are typically measured and reported

• BMC Remedy SRM Module Specifically
o Knowledge and experience with capabilities of the SRM module and what can be configured easily in the module
o Knowledge, skills, and experience with configuration of the SRM module and the totality of what the SRM module is capable of
o Knowledge and experience in distinguishing what functions in the SRM module are easy to configure or hard to configure and what is impossible or risky
o Skills and experience in prototyping Service Requests in BMC Remedy SRM to confirm user requirements
o Actual hands on skill and experience building SRM workflows including the Service Request Definition (SRD), Process Definition Templates (PDT), or Application Object Template(AOTs)

• Ability to compare current processes or target request and fulfillment processes to BMC Remedy SRM capabilities
o Analyze current/new processes and visualize how they would be performed in SRM
o Think outside the box and suggest new ways leveraging SRM Catalog to solve client problems
o Collaboratively develop compromises or work-a-rounds to meet business objectives when the Catalog will not support the target process

What we offer
• Interesting and stable job in international team
• Competitive salary with attractive benefit package
• Intensive training package
• Opportunity of personal development in a multinational environment
• Free private medical care
• Flex benefits
• Additional life insurance
• Friendly working atmosphere