Lead the bank's incident and defect management processes, creating a knowledge repository, implementing ITSM best practices, and optimizing tooling to enhance operational efficiency.
At Capco Poland, we’re not just another consultancy — we’re the spark behind digital transformation in the financial world. As a global leader in technology and management consulting, we thrive on helping clients tackle the toughest challenges across banking, payments, capital markets, wealth, and asset management.
System & Defect Management SME – ITSM
Role objective
Stand up the bank’s end-to-end incident/problem/defect operating model where incident tracking and knowledge repository are missing/weak. The mandate is to install best practices, create a single source of truth, and push systemic.
Key accountabilities / responsibilities
- Design and implement ITSM lifecycle (Incident → Problem → Known Error → Change/Remediation) and ensure it reduces recurring incidents.
- Establish defect management across SDLC (triage, severity, ownership, SLA, RCA, release gating), integrated with delivery teams.
- Build a knowledge repository (KB taxonomy, authoring standards, review cadence, ownership model) enabling self-service and faster restoration.
- Implement/optimize tooling (typical: ServiceNow ITSM or Jira Service Management + Confluence) including workflows, categories, automation, and reporting dashboards.
- Drive RCA discipline and post-incident review routines; ensure preventive actions are tracked to completion and verified.
- Define and monitor KPIs: MTTR, recurrence rate, backlog health, KB deflection, SLA adherence, problem-to-change conversion.
Must-have experience / skills
- 7+ years in IT Service Management / Quality / Defect or Problem Management, ideally within banking/regulated enterprise.
- Hands-on process buildout (not just “tool admin”): governance, RACI, taxonomy, reporting.
- Strong facilitation: runs triage forums, RCA sessions, and executive-ready reporting.
Nice-to-have
- ITIL v4 (or equivalent), ServiceNow/JSM certifications, experience integrating ITSM with CI/CD and testing tools.
Language & location
- Polish: mandatory (C1); English: B2+ recommended.
- Warsaw + hybrid
- Hybrid work/Warsaw office
- Access to required IT equipment
- Ongoing learning opportunities to help you acquire new skills or deepen existing expertise
- A flat, non-hierarchical structure that will enable you to work with senior partners and directly with clients
- A work culture focused on innovation and creating lasting value for our clients and employees
Top Skills
Confluence
Jira Service Management
Servicenow Itsm
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