German& English Speaking Senior Process Manager Eger

German& English Speaking Senior Process Manager
Eger
Eger, Heves County, HU

German& English Speaking Senior Process Manager  Tasks: Availability of Event Response ProceduresEnsure and review the qualityManages and coordinates the day-to-day Knowledge Management processes and activitiesTrain the Knowledge ContributorsReview the Knowledge articles (in case Approval workflow)Defines knowledge categoriesEncourages KnowledgeUsers to leave feedbacksSearch for Ping – Pong Incidents in SNOW. Indication for missing or wrong Event Response procedures. Adaptation of thresholds. Regular check of incidents in SNOW. Many tickets for the same reason and same server is an indication for unreasonable thresholds. Ticket Resolution has to be checked. Reduction of incidents based on events. Check of resolutions in SNOW. “Irrelevant” alarmUnderstand customer contract and its related event flow and ensure together with PBU their quality  Qualifications Completed studies. Incident, Event and Knowledge management experience. Diligence, reliability, good communication skillsAdvanced Excel, Powerpoint knowledgeKnowledge Management about Incident Management Process TSIGerman skills - fluent speaking for customer communication mandatoryEnglish - fluent speaking for customer communication mandatory  Additional Information Advantages: ITIL4 certificationPersonality: Has good analytical skills, is result and success oriented, also an excellent team player and able to think independently.