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Johannes Swierkot

IT Process Manager · ServiceNow · IT Service Management

Katowice, Poland

@johannes1

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About

IT Process Manager with 7+ years of experience in IT Service Management, Service Desk operations, knowledge management and continual improvement. Experienced in process optimization, ServiceNow, problem management and cross-functional collaboration to improve service quality and operational performance.

Experience

  • Process Manager – Continual Improvement Management
    Knauf IT
    Jan 2026 – Present

    Analyze IT service and process performance using ServiceNow data and operational KPIs. Identify process bottlenecks, inefficiencies and root causes affecting service delivery. Develop dashboards and performance reporting to support operational and management decisions. Identify and implement targeted workflow and process improvements. Standardize and document processes across global teams. Collaborate with Process Owners and operational teams to identify improvement opportunities. Support continual improvement initiatives focused on service efficiency, quality and user experience.

  • Process Manager – Knowledge Management
    Knauf IT
    Jun 2025 – Dec 2025

    Managed and continuously improved internal Knowledge Management processes. Aligned knowledge practices with ITIL principles and enterprise standards. Established governance for knowledge structure, content quality and lifecycle management. Collaborated with Process Owners to integrate IT Service Management processes into an internal corporate AI model. Supported Global Service Desk teams by improving knowledge availability, accessibility and usability. Worked with stakeholders across support teams to improve knowledge processes and adoption.

  • Problem Manager – additional responsibility
    Knauf IT
    2024 – 2025

    Led Problem Management activities for recurring incidents and service issues. Performed root cause analysis using 5 Why methodology to identify underlying causes. Defined and coordinated corrective actions with relevant support and resolver teams. Followed corrective actions through implementation and supported validation of their effectiveness.

  • Knowledge Coordinator
    Knauf IT
    Oct 2023 – May 2025

    Managed and continuously improved the internal ServiceNow knowledge base. Applied KCS principles to improve knowledge quality, consistency and usability. Monitored knowledge usage, feedback and effectiveness through regular reporting. Trained subject matter experts and service agents in knowledge management practices. Facilitated collaboration between support teams and content owners. Delivered initiatives aimed at increasing knowledge adoption within service teams.

  • Senior Service Desk Agent
    Knauf IT
    Sep 2021 – Sep 2023

    Supported Service Desk performance through ticket dispatching, escalation management and operational coordination. Monitored and improved team performance and operational statistics. Trained and onboarded new team members. Handled complex and escalated service requests and incidents. Organized team meetings and supported team engagement. Acted as an experienced operational point of contact for the team.

  • Service Desk Agent with German
    Knauf IT
    Jan 2021 – Aug 2021

    Provided German-language IT support to end users. Performed first-line troubleshooting and information gathering. Managed incoming incidents and service requests. Ensured professional customer communication and accurate ticket handling.

  • Customer Service Specialist – Receivables with German
    Arvato BPO Finance Polska
    Oct 2018 – May 2020

    Managed German- and English-language customer interactions. Created and administered payment plans. Analyzed financial and customer data. Managed customer cases and provided solutions based on individual requirements.

  • IT Service Desk Agent with German
    Capgemini Polska
    Jul 2017 – Apr 2018

    Provided German-language IT Service Desk support. Performed first-line troubleshooting and incident handling. Supported international outsourcing clients. Managed incoming service requests and user inquiries.

Education

  • Bachelor's Degree
    University of Economics in Katowice
    International Economic Relations

Skills

2 to 5 years 2 to 5 years Several years of experience.
Customer Support Problem management Root Cause Analysis Knowledge management
1 to 2 years 1 to 2 years A year or two of steady use.
Data Analysis IT Service Management
6 to 12 months 6 to 12 months Most of a year behind them.
KPI reporting Process Management Process Governance Process Optimization
<3 months <3 months Just getting started - under three months. This is also what shows when a level has not been set.
AI ITIL Automation Lean Six Sigma Request Management Workflow Improvement Operational Excellence

Tools / apps / platforms

2 to 5 years 2 to 5 years Several years of experience.
ServiceNow
<3 months <3 months Just getting started - under three months. This is also what shows when a level has not been set.
Microsoft Active Directory

Languages

Native / Bilingual Native / Bilingual Their first language, or as strong as one.
German Speak Polish Speak
Fluent Fluent Comfortable using it for work.
English Speak
Conversational Conversational Can hold an everyday conversation.
French Speak Russian Speak

Courses & certifications

  • Effective Help Desk – Training in Key Competencies
  • ServiceNow – Welcome to ServiceNow
  • ITIL High Velocity IT
  • ITIL Create, Deliver & Support
  • ITIL 4 Foundation

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