CA
System & Defect Management (She/He/They)
Capco
0 of 0
Location
Poland
Salary
Not specified
Posted
2mo ago
Job Type
Full Time
Experience
senior
Required Skills
About the Role
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
Why Worth Joining us
- 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
Benefits
- ✓Hybrid work/Warsaw office
- ✓Access to required IT equipment
- ✓Ongoing learning opportunities to help you acquire new skills or deepen existing expertise
- ✓Flat, non-hierarchical structure enabling work with senior partners and directly with clients
- ✓Work culture focused on innovation and creating lasting value for clients and employees
About Capco
Capco is hiring for this full time position in Poland. Visit the job listing to learn more about the company and apply.
