Hewlett Packard Enterprise
ITIL Process Engineer

ITIL Process Engineer

Sofia full-time

About us

Hewlett Packard Enterprise (HPE) advances the way people live and work. We bring together curious minds to create breakthrough technology solutions, helping our customers make their mark on the world. One of our core principles is belief in the power of people. Recognizing that our people are HPE’s biggest competitive advantage allows us to focus on ensuring that we keep the employee at the center of everything we do - and we trust our Human Resources (HR) division to look after our biggest asset. This includes everything from recruiting activities, administration, compensation, performance management, employee development, as well as the allocation of our industry leading work-life-balance and training programs.


HPE GreenLake brings the cloud experience to apps and data everywhere, enabling customers to adopt transformative technology faster
and simplify their operations. HPE GreenLake delivers public cloud services and infrastructure as-a-service for your workloads – on premises, fully managed in a pay-per-use model at the edge, in colocations, and in your data center. With HPE GreenLake, corporations will be able to transform their cloud-native and non-cloud native applications, create essential data and speed insights for teams to use effectively, and free up their staff to better address other business needs.

Now we are looking for ITIL Process Engineer to join our dynamic and highly professional GreenLake Management Services (GMS) team.

The role is related to data gathering, analysis and reporting. Individuals work directly with data and information, creating meaningful analyses, reports and management presentations in support of client, business unit or function activities and performance. Types of analysis and reporting may include: quality review, workflow analysis, process improvement, regular business or client reporting, budget management, financial reporting and/or a variety of other function specific purposes.

Job tasks/responsibilities:

Develop ITIL processes for new customers
Develop, maintain, and review Policy, Process, and Procedure documents and ensure all updates are approved, and deployed, to include requisite training of all impacted parties and stakeholders
Identify and lead the execution of process improvement initiatives.
Ensure efficient and effective integration between assigned process areas and other related ITSM process areas (e.g. Incident, Request, Configuration Management, etc.)
Partner with IT Service Delivery staff and ensure technical support teams operate in adherence with all ITSM Policies and Processes, and with associated contractual Service Level Agreements
Proactively initiates optimization of the processes
Initiate reviews and implement process changes upon business request
Maintains records of all changes
Deliver trainings to the team
Contribute to projects to improve product support, customer satisfaction and team efficiency;
Communicate effectively with internal and external stakeholders
Participate in all kind of internal quality, process and practice improvement projects and activities
Support service transition activities

Requirements and necessary skills

Bachelor/master’s degree or relevant experience
ITIL knowledge
Technology/IT understanding
Process Management knowledge
Analytical skills, ability to isolate and solve problems and to create, maintain and follow processes
Excellent communication skills (customer and internal HPE) - interact at all levels, across all geographic regions
Be flexible, proactive in searching, analysing and solving process gaps and problems
Ability to handle multiple tasks at the same time without supervision and ability to prioritize
Ability to properly maintain technical and case documentation
Time management skills and ability to work with tough deadlines
Demonstrate strong written and verbal communication skills
Excellent written and verbal English or German language

We offer

A competitive salary and extensive social benefits
Diverse and dynamic work environment
Work-life balance and support for career development
An amazing life inside the element!
Join us and make your mark!

Want to know more about it?

Then let’s stay connected!


HPE is an Equal Employment Opportunity/ Veterans/Disabled/LGBT and Affirmative Action employer. We are committed to diversity and building a team that represents a variety of backgrounds, perspectives, and skills. We do not discriminate and all decisions we make are made on the basis of qualifications, merit, and business need. Our goal is to be one global diverse team that is representative of our customers, in an inclusive environment where we can continue to innovate and grow together.

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