About this role
CAPCO POLAND
Please note: 6 Month with possibility to extention
Mostly remote, occasional onsite visits in Frankfurt would be beneficial
• Trailblazers in banking, payments, capital markets, wealth, and asset management
• Champions of an agile, nimble, and innovative work environment
• Dedicated to building a team of top-notch professionals who share our drive and vision
Overview
Capco is seeking an experienced IT Operations Expert (She/He/They) to support the Cockpit IT team within the Strategic Program: Operational Stability. The ideal candidate brings strong ITIL expertise, hands‑on ServiceNow experience, and the ability to translate operational requirements into scalable, high‑quality solutions.
Key Responsibilities
Service Management & Process Design
- Lead the conceptual design and enhancement of Commerzbank’s Incident Framework, ensuring alignment with best‑practice ITIL principles.
- Support the continuous improvement of Incident, Problem, and Change Management processes, including translating process changes into functional updates within ServiceNow.
Implementation & Technical Enablement
- Collaborate with technical and operational teams to ensure the successful implementation of service management processes in ServiceNow.
- Provide expert input on service workflows, architecture impacts, and operational integration.
Documentation & Quality Assurance
- Develop clear, structured documentation including process descriptions, presentations, operating procedures, and SharePoint content.
- Review and validate incoming materials for completeness, accuracy, and adherence to established standards, challenging assumptions where necessary to uphold operational quality.
Stakeholder Management
- Act as a trusted partner to internal stakeholders, engaging confidently across teams to drive alignment and ensure customer‑centric service outcomes.
- Support cross‑functional coordination and contribute to a culture of transparency, quality, and operational stability.
Professional Qualifications
- University degree in a relevant field (e.g., IT, Computer Science) or equivalent professional experience.
- Extensive experience in IT operations, with strong understanding of application architecture and service management principles.
- Advanced knowledge of ITIL processes and practical experience applying them in enterprise environments.
- Hands‑on expertise with ServiceNow, including process configuration and operational workflows.
- Fluent in English, both written and spoken.
Personal Competencies
- Strong communication, coordination, and stakeholder engagement skills.
- Independent, solution‑oriented mindset with a structured and innovative approach to problem‑solving.
- High customer and service orientation with a professional and confident presence.
- Flexible, resilient, and able to navigate dynamic environments.
- Proactive learner and collaborative team player.
ONLINE RECRUITMENT PROCESS STEPS
- Screening call with the Recruiter
- Hiring Manager Technical Interview
- Feedback
- Offer
We offer a flexible collaboration model based on a B2B contract, with the opportunity to work on diverse projects.
Other facts
About Capco
Capco, a Wipro company, is a global technology and management consultancy specializing in driving digital transformation in the financial services industry. With a growing client portfolio comprising of over 100 global organizations, Capco operates at the intersection of business and technology by combining innovative thinking with unrivalled industry knowledge to deliver end-to-end data-driven solutions and fast-track digital initiatives for banking and payments, capital markets, wealth and asset management, insurance, and the energy sector. Capco’s cutting-edge ingenuity is brought to life through its Innovation Labs and award-winning Be Yourself At Work culture and diverse talent.
What you'll do
- The IT Operations Expert will lead the design and enhancement of Commerzbank’s Incident Framework and support continuous improvement of service management processes. They will collaborate with technical teams to implement these processes in ServiceNow and ensure quality documentation.
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