Service Request & Knowledge Management (German)

Capgemini is a global business transformation partner helping enterprises in the age of AI. The company combines AI, technology, and human ingenuity with deep industry expertise and capabilities in AI, cloud, and data to enable measurable business outcomes. It operates as a responsible and diverse global organization with over 410,000 team members in more than 50 countries.

• Strong knowledge of Service Request Management, including request fulfilment processes, workflow design, and service catalogue management.
• Good understanding of Knowledge Management principles, knowledge lifecycle management, and knowledge-centered service practices.
• Good understanding of IT Service Management (ITSM) principles and the ITIL framework.
• Experience in managing and improving end-to-end request lifecycle processes and knowledge repositories.
• Knowledge of SLA, KPI, operational reporting, and service performance management.
• Experience with process governance, documentation management, and continuous service improvement.
• Hands-on experience with ITSM platforms such as ServiceNow or similar ticketing, workflow, and knowledge management tools.
• Ability to analyze service request volumes, trends, knowledge usage, and operational performance data.
• Strong stakeholder management, coordination, and communication skills across technical teams, customers, and management.
• Excellent analytical, organizational, presentation, and problem-solving skills.
• Ability to work independently in an international and customer-facing environment.
• German language proficiency (mandatory).
• ITIL Foundation certification or equivalent ITIL knowledge preferred.

• Own and manage the Service Request Management and Knowledge Management processes.
• Ensure timely fulfilment of service requests in line with SLAs and KPIs.
• Monitor request queues, process performance, and compliance with defined procedures.
• Coordinate request fulfilment activities across support and delivery teams.
• Maintain and continuously improve service request workflows and service catalogues.
• Develop, govern, and maintain knowledge articles, procedures, and operational documentation.
• Ensure knowledge is accurate, up to date, and easily accessible to support teams and end users.
• Promote knowledge sharing and self-service capabilities to improve user experience and reduce support effort.
• Analyze request trends, knowledge usage, and process performance to identify optimization opportunities.
• Drive continuous improvement initiatives within Service Request and Knowledge Management.
• Prepare operational reporting and communicate performance, risks, and improvement opportunities to stakeholders.
• Support governance activities and ensure adherence to ITIL best practices and organizational standards.
• Collaborate with international teams and customers (German language skills required).