System & Defect Management (She/He/They)

System & Defect Management SME – ITSM

Role objective
Stand 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