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About-project : Digital & Technology Team (D&T) is an integral division of HEINEKEN Global Shared Services Center. We are committed to making Heineken the most connected brewery. That includes digitalizing and integrating our processes, ensuring best-in-class technology, and embedding a data-driven culture. By joining us you will work in one of the most dynamic and innovative teams and have a direct impact on building the future of Heineken! Would you like to meet the Team, see our office and much more? Visit our website: Heineken responsibilities : coordinating ITSM practices and processes execution by collaborating with the Service Management team, Product Owners, technical teams and facilitating input of configuration & contract management for different Products driving the Incident Management process quality activities (including incident record quality in Service NOW, SLA adherence and more) handling Risk Log entries in Service NOW by gathering inputs and updates from support teams, making sure all the fields are filled out correctly according to global quality standards and HEINEKEN policies and requirements actively searchiing for new, more efficient ways to drive the stipulated activities forward including new technologies, methodologies and continuous process improvement requirements-expected : experience in working with established IT Service Management practices in a corporate environment practical knowledge of ITIL processes and practices, certification of ITIL V3 or V4 on Foundation level will be a plus working experience in Service NOW ticketing tool passion about ITIL Processes and Practices and its implementation in modern environment good communication skills offered : Hybrid ways of working Private medical healthcare Attractive performance bonus Sodexo pre-paid card Life insurance Employee referral program Wide range of trainings Local and global job opportunities within HEINEKEN Parking space Open bar once a week We are ACCA Approved Employer benefits : sharing the costs of sports activities private medical care life insurance remote work opportunities integration events corporate sports team parking space for employees extra social benefits pre-paid cards christmas gifts employee referral program charity initiatives flexible work from home scheme after pandemic/lockdown open bar on Fridays