Digital & Technology Team (D&T) is an integral division of HEINEKEN Global Shared Services Center. We are committed to making Heineken the most connected brewery. That includes digitalizing and integrating our processes, ensuring best-in-class technology, and embedding a data-driven culture. By joining us you will work in one of the most dynamic and innovative teams and have a direct impact on building the future of Heineken!
Would you like to meet the Team, see our office and much more? Visit our website: Heineken (heineken-dt.pl)
The IT Operations Specialist supports the Operations Team within D&T Commerce, focusing on post-go-live operations of digital solutions. This role combines technical, analytical, and communication skills to manage incidents, request and changes, support Dynamics 365 configurations, and deliver business insights. The specialist ensures smooth operations, user satisfaction, and continuous improvement of deployed solutions.
Your responsibilities would include:
serving as the main point of contact for Operating Companies regarding operational issues monitoring deployment status and user satisfaction across supported platforms supporting change management and business expectation alignment configuring and support Dynamics 365 modules and minor enhancements reviewing feature usage and collaborate with Dev teams maintaining and enhance the central knowledge base recurring document issues and solutions for future reference supporting onboarding and training using dedicated materials assisting in collecting, analyzing, prioritizing, and documenting business requirements in collaboration with Product Owners, Product Teams, and Stakeholders translating business needs – contributing to the definition of user stories, assisting in backlog maintenance, and refining epics, features, and use cases supporting clear communication between Product Teams and Stakeholders (Product Owners, Developers, DevOps, Tech Leads, Architects, and Key Users) learning how to assess processes and tools, understand their impact, and support improvement initiatives enhancing analytical skills, adopting best practices, and staying up to date with emerging technologies working effectively in a multicultural environment, demonstrating respect for diverse perspectives.
You are a good candidate if you have:
Bachelor’s or Master’s degree or equivalent professional experience 2–3 years of relevant experience in IT operations or business analysis roles service desk experience fundamental level: application development environment and lifecycle (DevOps), project management tools (Jira, Azure DevOps, Confluence), project methodologies and frameworks (Agile and Scrum) analytical mindset and problem-solving skills – ability to analyze data, identify patterns, and draw meaningful conclusions willingness to learn stakeholder management and support communication with business and technical teams general understanding of Agile and Scrum methodologies excellent communication and collaboration abilities facilitation, presentation, and analytical skills ability to work in a fast-paced environment with rapid release cycles excellent written and verbal English (C1 minimum) ability to work from the HEINEKEN office in Krakow at least 5 days per month.
You are a perfect match if you also have:
cloud platforms and CRM – MS Dynamics 365 or similar CRM platforms experience with ServiceNow or similar ticketing tools knowledge of e-commerce tools and solutions experience in reporting and automation.
At HEINEKEN Kraków, we take integrity and ethical conduct seriously. If someone has concerns about a possible violation of legal regulations indicated in Polish Whistleblowing Act or our Code of Business Conduct, we encourage them to speak up. Cases can be reported to global team or locally (in line with the local HGSS Whistleblowing procedure) by selecting proper option in this tool or by communicating it on hotline.
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