It Process Specialist

It Process Specialist
Porto
Oliveira do Douro, Porto, Portugal

Who is Volkswagen Financial Services?

It's been more than 70 years since Volkswagen Financial Services AG financed the first Volkswagen vehicles in Germany in 1949. A lot has changed since then, but our core goal hasn't;



ensuring we meet the mobility needs of the people.

Volkswagen Financial Services today operates in 48 markets through its various subsidiaries, shareholdings, and joint ventures. Volkswagen Financial Services is the largest provider of automotive financial services worldwide.

At VWFS Porto, we are proud to foster a
- equal workplace, where diversity is celebrated, and every individual is provided with equal opportunities to thrive and succeed.

What do we do?

VWFS Porto is a VWFS AG IT hub, and the first outside Germany. Here we will establish a
- term Business & IT company. Our primary goal is to service all European markets in implementing and maintaining contract management systems and another IT projects in other areas. Our focus is on: Core systems, satellite systems (such as document management systems, collection systems) but also extends to integrations, data, and large project organizations. For this we seek a
- on IT Process Specialist II.

Objectives:

As an IT Process Specialist, you will support the Product Operations Team by coordinating Incident & Problem Management end to end, ensuring robust onboarding/access management, and driving operational stability with
- functional teams including support levels, application owners, and external partners. You'll own stability reporting, reduce reassignments through process improvements, and ensure process compliance across services transitioning into AMS.

In this role you will be responsible for:

• Coordinate Incident & Problem Management (IM & PM) processes, ensuring compliance with standards, effective escalation handling, and timely
  - up on retrospective actions;
  
  
  
  
• Own andmaintain stability reporting, including dashboards and metrics such as incident volume, MTTR, and major incidents, with a focus on continuous improvement;
  
  
  
  
• Drive
  -
  - end operational improvements, tracking progress and aligning with stakeholders to enhance service quality;
  
  
  
  
• Optimize ticket handling by improving routing, documentation, and reducing reassignments;
  
  
  
  
• Manage onboarding activities for new users, services, and applications—including access provisioning and integration into AMS support;
  
  
  
  
• Supportonboarding and service transition for
  - function platforms and other systems;
  
  
  
  
• Maintain service artefacts, including service trees, ITSM configuration items, documentation, and the knowledge base;
  
  
  
  
• Collaborate across support levels (L1/L2/L3), product/application owners, and external partners to ensure operational excellence.

We believe that the right profile for this job should have / be:

• 3–5 years in IT operations or service management, with
  - on Incident & Problem Management ownership;
  
  
  
  
• ITIL 4 Foundation certification and at least one ITIL 4 Practice Manager module;
  
  
  
  
• Experience with ITSM platforms (e. G. , Service
  Now, Open
  Text, BMC);
  
  
  
  
• Experience inonboarding and access management processes;
  
  
  
  
• Familiarity with AMS support models and service transition practices;
  
  
  
  
• Strong coordination and communication skills across teams and geographies;
  
  
  
  
• Servicemindset with excellent stakeholder management and escalation handling;
  
  
  
  
• Data-driven reporting and visualization skills, with strong attention to detail;
  
  
  
  
• Experience inprocess design and continuous improvement, such as value stream mapping and root cause analysis (RCA);
  
  
  
  
• Proficiency in documentation and knowledge management using platforms such as Confluence and Share
  Point;
  
  
  
  
• Agile mindsetand ability to work in
  - paced environments;
  
  
  
  
• Proficiency in English (written and spoken).

What we Offer:

• Long-term contract;
  
  
  
  
• Competitive package including private health insurance, life insurance and meal allowance (pay by meal card);
  
  
  
  
• Bonusesand benefits depending on performance;
  
  
  
  
• Schooling allowance and pension scheme;
  
  
  
  
• Incredible and unique annual company events;
  
  
  
  
• Opportunity to work on an international project and be part of multicultural and multidisciplinary team;
  
  
  
  
• Solid performance evaluation and career management methodologies;
  
  
  
  
• Continuous training – technical and behavioral development.