Problem & Change Manager (ITSM)

WERFEN is a global leader in specialized diagnostics in the fields of hemostasis, acute care, autoimmunity, transfusion, and transplant. Our core business revolves around the research and development, manufacturing, and distribution of diagnostic innovative systems for hospitals and clinical laboratories, for the improvement of patient care.We are a family-owned company founded in 1966 in Barcelona, Spain. The Problem and Change Coordinator is responsible for governing and continuously improving the IT Problem and Change Management processes to ensure service stability, minimize risk, and reduce business disruption. Reporting to the

Head of IT Service Management , this role drives root cause elimination, ensures structured change control, and promotes operational excellence across the IT organization.

Key Accountabilities: Problem Management: Own and govern the end-to-end Problem Management process, ensuring effective identification, analysis, and long-term resolution of underlying causes of incidents. Lead both reactive and proactive problem management activities, including trend analysis to identify recurring or high-impact incidents. Facilitate and drive structured Root Cause Analysis (RCA) sessions using appropriate methodologies (e.g., 5 Whys, Fishbone, etc.). Coordinate cross-functional IT teams to define, track, and implement permanent corrective actions. Monitor problem-related KPIs (e.g., incident recurrence, time to root cause, backlog aging) and drive continuous process improvement. Ensure major problems are reviewed following critical incidents and that lessons learned are captured and communicated.

Change Management: Own and govern the end-to-end Change Management process, ensuring that all changes are assessed, approved, implemented, and reviewed in a controlled and risk-aware manner. Ensure appropriate change classification (standard, normal, emergency) and enforce adherence to defined processes and approval workflows. Chair and facilitate Change Advisory Board (CAB) meetings, ensuring effective risk evaluation, stakeholder alignment, and transparent decision-making. Assess and challenge change requests to ensure completeness, risk mitigation, back-out planning, and impact analysis. Monitor change execution to ensure minimal service disruption and alignment with agreed maintenance windows and Service Levels. Track and report on key change metrics (e.g., change success rate, emergency change ratio, change-related incidents) and provide regular performance insights to IT leadership. Drive continuous improvement of change governance to increase change success rate and reduce change-induced service disruption.

Networking/Key Relationships: End Users Infrastructure and Support organization IT Leadership Team Enterprise Architect Information Security PMO Enterprise Application & Development Business stakeholders Vendors / Service providers

Minimum Knowledge & Experience Required for the Position: Bachelor's degree in Information Technology, Computer Science, or a related field. Minimum of 5 years of experience in IT Service Management, with a focus on problem and change management. Strong knowledge of the ServiceNow Platform and respective processes. ITIL Foundation certification is required; advanced ITIL certifications are preferred. Proven experience in developing and implementing ITSM processes and frameworks. Strong understanding of ITSM tools and technologies.

Skills & Capabilities: Analytical Skills: Ability to analyze complex data and identify trends, root causes, and areas for improvement. Communication Skills: Excellent verbal and written communication skills, with the ability to effectively communicate with technical and non-technical stakeholders. Problem-Solving Skills: Strong problem-solving skills with the ability to think critically and develop effective solutions. Leadership Skills: Ability to lead cross-functional team discussions and drive process improvements. Project Management Skills: Experience in managing projects and initiatives related to ITSM processes. Customer Focus: Strong customer service orientation with a focus on delivering high-quality services. Adaptability: Ability to adapt to changing priorities and work effectively in a fast-paced environment.

Travel Requirements: Not required