System & Defect Management (She/He/They) job opportunity at Capco.

Home Jobs In Poland Tag: Business Consulting System & Defect Management (She/He/They) position at Capco


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Capco System & Defect Management (She/He/They)
Experience: 7-years
Pattern: full-time
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Business Consulting

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Poland

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 objectiveStand 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    

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