Incident and Complaint Management


Job description

The service to be provided will be part of our Incident and Complaint Management Team. We are seeking an experienced Incident and Complaint manager with a strong focus on process and customer support.
This service is to provide support to the Incident and Complaint processes. Excellent communication skills is expected together with strong customer skills.

To achieve this, we expect you to have the following competences:
Monitor and improve the overall Incident and Complaint Management Performance in a multiprovider environment
Through reporting and analysis, pinpoint inconsistencies and underlying issues
Identify proactively critical areas impacting the correct process execution and the user satisfaction
Act in full coordination with the Stakeholders for other processes to maximize benefits and build standard, comprehensive and re-usable solutions
Ensure the quality of the resolution process for Incident and Complaint Tickets
Drive improvement in process and tool functionalities for Incident and Complaint
Act as operational escalation contact for process related questions
Manage delivery of KPIs from Operational teams
Provide support and guidance to assist responsible parties in recognizing problematic areas
Collaborate with respective management areas when further escalation and support are required
Ensure process compliance Siemens-wide on a global and local scale, as well as across Providers
Drive E2E Management of Service Integration for new Applications/Services to Service Now including integration specifications (service design and setup, interfaces, Frontend/ Service Catalog items)
ServiceNow Development: transformation of the ServiceNow Incident and Complaint Management module to support the needs of the business. (Story Management, Agile Development)


To deliver the above competences, we consider relevant to assure a skillset and experience covering:

• At least 2 years of professional experience in the area.
• Strong verbal and written skills.
• Advanced English language (mandatory).
• Effectively communicate and coordinate with others.
• Good analytical and reasoning skills.
• Familiarity with Service Desk environment.
• Multitask in fast paced, evolving environment.
• Working knowledge of ServiceNow environment
• Familiar with IT outsourcing contracts, SLA / KPI’s.

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