Incident and Request Management Specialist

Company:

CGI

Workplace address:

Landererova 7866/12, 81109 Bratislava-Staré Mesto, SK

Type of employment:

Full-time work

Type of contractual employment relationship:

employment contract

Duration of employment:

Limited (temporary)

Salary:

2 000 - 2 900 EUR

Required education:

Secondary education or professional training with a school-leaving exam

Required languages:

sk (Intermediate) nebo cs (Intermediate) nebo en (Intermediate)

Job description, responsibilities and duties:

We are looking for an experienced Incident and Request Management Specialist to ensure the effective governance, coordination and continuous improvement of Incident and Request Management processes within an enterprise IT environment.

The successful candidate will cooperate with customers, delivery teams and service providers to ensure compliance with contractual service levels, process standards and ITIL best practices.

Key responsibilities:
Incident Management
• Own and govern the Incident Management process across multiple support teams.
• Ensure timely communication towards customers and stakeholders according to contractual SLAs.
• Coordinate technical resolver groups during incident resolution.
• Drive escalation activities when required.
• Ensure all incident records are accurate and meet quality standards.
• Prepare post-incident reviews and ensure follow-up actions are completed.
• Monitor recurring incidents and identify opportunities for permanent resolution.
• Produce regular operational and management reporting.
• Ensure compliance with agreed KPIs and SLAs.
• Support Continual Service Improvement initiatives.
Request Management
• Govern the end-to-end Request Fulfilment process.
• Monitor request backlog and ensure fulfilment within agreed SLAs.
• Coordinate fulfilment activities across multiple resolver groups.
• Identify bottlenecks affecting request delivery.
• Review request quality and process compliance.
• Analyse request trends and recommend automation or process improvements.
• Ensure accurate categorisation and prioritisation of service requests.
• Support implementation of standard service requests according to approved procedures.
Process Governance
• Maintain process documentation, work instructions and operating procedures.
• Ensure compliance with ITIL standards and contractual obligations.
• Participate in customer governance meetings.
• Cooperate with Service Delivery Managers, Technical Leads and Customer representatives.
• Support audits and process assessments.
• Drive continuous improvement initiatives based on KPIs and operational findings.

Personality requirements and skills:
• Minimum of 3 years of experience in ITIL process management (preferably in Incident, Request, or Problem Management)
• Great communication, interpersonal, and collaboration skills
• Knowledge of Change Management methodologies and best practices
• Time management skills
• Fluent in Slovak and English language
• Preferred: ITIL 4 Foundation certification (or higher)
• Available for on-call duty
• Hybrid work model

Employee perks, benefits:
A perfect mix of a friendly work atmosphere and the stability of one of the largest IT companies in the world
• Diverse opportunities for development and learning through various training programs, language courses, and company knowledge sharing
• Option to work from home by agreement
• Participation in company profits (Profit Participation Plan)
• Company stock program (Share Purchase Plan) – option to buy employee shares
• 5 weeks of vacation per calendar year for everyone
• 3 sick days per calendar year
• 30 calendar days of fully paid sick leave per year
• Benefits program with a wide range of options to use benefits (shopping, sports, travel, culture, health, and more)
• Referral bonus for recommending a new colleague
• Option to get an interest-free company loan
• Multisport card for sports and wellness facilities
• Option to get vaccinated against flu and tick-borne encephalitis
• Health and well-being program - support for both physical and mental health, prevention, activities focused on a healthy lifestyle
• Option to use expert advisory services, both psychological and legal, for various life events (My Assistance Program)

About the company CGI

CGI delivers high-quality business consulting, system integration and outsourcing services. With more than 91,000 professionals in 40+ countries, CGI achieves top results in the industry when implementing the projects within set terms and budgets.
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I am interested in the position

For the purpose of the selection procedure for this position, CGI IT Czech Republic s.r.o., Business ID: 62412388, Laurinova 2800/4, Praha, Stodůlky, as the controller, shall process the data you provided (or publicly obtained) in accordance with the General Data Protection Regulation (EU) 2016/679. The controller will assign the data processing to Alma Career Czechia s.r.o., ID No. 264 41 381, which will do so using its electronic systems.

By replying to this advertisement, you provide the controller with your personal data for the purposes and the duration of the selection procedure. In connection with processing your data, you have the respective right (i) to access the data, (ii) to rectify inaccurate or to complete incomplete data, (iii) to delete the data if it is no longer needed for the purposes for which it has been collected or processed, or if it has been collected illegally, (iv) to limit the data processing in special cases, (v) to transfer the data, (vi) to object to the data processing which will therefore be terminated, unless there are serious legitimate grounds for processing which outweigh your interests, rights, and freedoms, especially if the reason is an enforcement of legal claims, and (vii) to contact The Office for Personal Data Protection and (viii) withdraw consent where the processing is based on consent. Further information on data processing by Alma Career Czechia s.r.o., Menclova 2538/2, 180 00 Praha 8, ID No. 264 41 381, is available at https://almacareer.com/gdpr.

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