Global Operations Center – IT Process Optimization Specialist (f/m)

Global Operations Center – IT Process Optimization Specialist (f/m)

At Bosch, we shape the future by inventing high-quality technologies and services that spark enthusiasm and enrich people's lives. Our promise to our associates is rock-solid: we enjoy our work, we inspire each other, we provide equal growth opportunities for all team members, all roles are represented in all countries. We grow together!

Job Description

We are looking for an IT Process Optimization Specialist to join our Global Operations Center and help shape, improve, and streamline IT service and operational processes on a global scale.

In this role, you will work at the intersection of IT Service Management, operational excellence, and continuous improvement, collaborating with international teams and stakeholders. You'll have real influence on how IT services are delivered, optimized, and evolved — turning complexity into clarity and processes into value.

Your Tasks:

• KPI Tracking and Analysis: Monitoring Tribe KPIs, analyzing KPI breaches, and reporting findings to management.
• Long Running Incident Management: Tracking and analyzing Long Running Incident Tickets to identify areas for improvement within GOC (e.g., LIS, Collaboration model, handover process).
• Overdue PB Reminder: Sending reminders for overdue work items.
• Process Assessment & Improvement: Assessing O3/O6/O1 processes, conducting gap analysis reviews, and following up on defined measures.
• Business Continuity: Reviewing and designing the GOC business continuity operation manual.
• Ad-hoc ITSM Tasks: Executing various ad-hoc ITSM tasks, including ITSM_WP_Critical ticket validation.
• Virtual Team Collaboration: Participating in bi-weekly meetings with the ITSM VT.
• U2 Process Support: Engaging in U2 process virtual team work and participating in QC meetings as the PA-IS U2 Process SLT Delegator.
• PMC Meetings & Communication: Organizing regular PMC meetings and communicating with PSM (DCL).
• Documentation Optimization: Optimizing PMC documentation within ServiceNow.
• PMC Trainings: Providing training to new PMC coordinators.
• Quality Assurance: Conducting quality checks for new PMC coordinators.
• Continuous Process Enhancement: Actively driving the continuous improvement of PMC processes.
• Quality/Complaint Analysis: Analyzing PMC quality and complaints, defining measures, and following up on their implementation.

Qualifications

• Minimum 2-3 years of experience in ITSM (IT Service Management), process management, or project coordination, preferably within a corporate environment.
• Methodologies: Good knowledge of ITSM standards (e.g., ITIL) and project management methodologies.
• Analytical Skills: Ability to analyze data, identify problems, and propose effective solutions.
• Communication Skills: Excellent interpersonal and presentation skills, with the ability to collaborate effectively with diverse teams and stakeholders.
• English Proficiency: Fluent English (both written and spoken) - essential for working in an international environment.
• Proactiveness & Independence: Ability to act independently, take initiative, and drive continuous improvement.
• Systems Knowledge: Familiarity with IT service management tools (e.g., ServiceNow) will be a significant asset.
• Organizational Skills: Ability to effectively manage time and prioritize tasks in a multi-tasking environment.

Additional Information

Bosch's culture of innovation and digital transformation offers you a fantastic platform to grow your skills and enhance your network. We are dedicated to building a warm, open, transparent, and inclusive work environment for all.

Work #LikeABosch:

• Employment Contract
• Competitive salary + annual bonus
• Hybrid work with flexible working hours
• Referral Bonus Program
• Copyright costs for IT employees

Grow #LikeABosch:

• Complex environment of working, professional support and possibility to share knowledge and best practices
• Ongoing development opportunities in a multinational environment
• Broad access to professional trainings (incl. language courses), conferences and webinars

Live #LikeABosch:

• Private medical care and life insurance
• Cafeteria System with multiple benefits (incl. MultiSport, shopping vouchers, cinema tickets, etc.)
• Prepaid Lunch Card
• Number of benefits for families (for instance summer camps for kids)
• Non-working day on the 31st of December