Incident Management & Improvement Specialist

Ework Group — founded in 2000 and listed on Nasdaq Stockholm — is a leading total talent solutions provider supporting clients across the private and public sectors, as well as independent professionals, in building sustainable talent supply chains. With a strong focus on IT/OT, R&D, Engineering, and Business Development, Ework delivers value through an independent, holistic approach to total talent management. The role is for a client in the pharma sector.

• Experience with Incident Management
• Experience with Problem Management
• Root Cause Analysis (RCA) skills
• Continuous Service Improvement (CSI) knowledge
• Familiarity with IT Service Management (ITSM)
• ITIL-based service operations and governance expertise
• Experience with ServiceNow or similar ITSM platforms
• SLA management and service performance monitoring
• Process optimization and operational excellence
• Stakeholder and vendor management

Nice to have:

• Experience in BI
• Experience in Pharma sector

• Drive Continuous Service Improvement initiatives across Server Platform teams (Windows and Linux)
• Maintain and improve improvement backlogs, prioritisation models, governance routines, and reporting
• Coordinate review meetings and follow up on agreed actions, owners, and deadlines
• Analyse operational trends to reduce incidents, improve efficiency, and mitigate operational risk
• Lead or coordinate Root Cause Analysis (RCA) activities for major incidents and recurring operational issues
• Facilitate cross-functional investigations across Server, Network, Infrastructure, Security, Application, and Architecture teams
• Document findings, corrective actions, and preventive measures; track remediation to completion
• Review and improve operational processes, SOPs, standards, and governance controls
• Support audit readiness activities and evidence collection
• Maintain operational documentation and knowledge articles, improving structure and searchability
• Support ServiceNow, Azure DevOps, CMDB, and operational reporting initiatives
• Identify automation opportunities to reduce manual effort and improve consistency
• Work closely with operations managers, architects, service owners, and technical specialists across the organization

Consultant must be able to attend the Warsaw hub every Wednesday. Recruitment language: English. Recruitment process consists of 2 steps.