IT Process Manager

IT Process Manager (Incident- and Problem manager)

Knab was founded in 2012 because we wanted to do things differently. Simpler, smarter and more advantageous for our customers. Because we believe we can help everyone maximize their financial affairs. "Feel at ease when it comes to your finances. Every day." By combining smart technical solutions with a healthy dose of human intelligence, we create financial services that really meet your needs. Add to that some of the sublime personal service from our employees and you end up with something that's truly unique to the world of finance!

In a nutshell

As IT Process Manager you are being part of our IT Services team and are responsible for a logical cluster of IT processes. In this role you will be primarily responsible for managing and driving improvements in IT service support and IT service processes, based on the Knab IT policy.

The primary process for which you are responsible is the Incident- and Problem management process. In your daily work you will guide teams resolving incidents while adhering to the process, co-ordinate major disruptions and report to management. As process owner you are responsible for correctly describing, implementing and monitoring your processes while constantly promoting an environment that drive continuous process improvements. You are closely working together with the Change manager and you act as each other's backup.

Furthermore:

• You are responsible for ensuring the correct execution of (operational) ITIL processes by internal teams and external suppliers, such as Incident, Request, Problem, Knowledge, Configuration, Change and Release management;
• You are able to make continuous improvements to the (operational) ITIL processes so that they continue to fit in with a dynamic Agile environment;
• You analyze the services provided and report when the quality and/or quantity deviates from the agreed standards. This is in order to provide insights into the team efficiency specifically, and the IT services in general;
• You are looking for improvements that meet the wishes of our users and customers;
• You are responsible for the potential risks, with associated controls, within the ITIL processes. You report these types of information to Risk Management and external auditors.

Team:

The IT Process Manager reports to the IT Service Lead and works closely with our IT First Line, Agile/Scrum teams and the business stakeholders.

Your Profile

There is no set route to become a great IT Process Manager at Knab. But to be successful in this role, your profile matches the following:

• Bachelor or Master degree (HBO/WO) + minimum of 2 years' experience;
• Experience within the financial- or other regulated sector;
• Certified ITIL Foundation and experience with ITSM and JIRA is a must;
• Experience with the Agile way of working is a must, certified Agile Foundation is an advantage;
• You are familiar with IT technologies, end-user architecture, networks and computers; Microsoft operating systems and Office tools; Web-based applications and implementations and willing to learn continuously;
• Fluent English spoken and written;
• You are proactive; you identify upcoming issues within your process (cluster) and take timely action.

Work with us!
If you come to work with us, Knab will become a significant part of your life. Therefore, we make sure the ambiance is just as exciting as your job. Check the benefits!

If you have any questions regarding this role or the process, please feel free to reach out to us. We don`t collaborate with third parties to fulfill this role.