Job Description

ESSENTIAL SKILLS REQUIREMENTS:
- Proven experience in IT Service Management (ITSM) dealing with challenging projects and collaborating with stakeholders across products, regions, and feature teams.
- Extensive experience with configuring, administering, and supporting large enterprise IT Service Management (ITSM) platforms and solutions like ServiceNow and BMC Remedy Helix.
- Proficient experience and knowledge of Configuration Management Database (CMDB), configuration item data models, and relations.
- Detailed familiarity with specific IT Infrastructure environments/technologies: IT Platforms xe2x80x93 Operating systems (Windows, Linux), Data Centres, Networks, Databases, Web technologies, Cloud technologies (AWS, Azure), storage, and middleware.
- Ability to conceptualise complex information and perform detailed analysis when required.
- Capability to develop and improve a governance framework to measure and continually improve data quality and verification processes.
- Capable of providing training as a subject matter expert (SME) and providing input on knowledge sharing sessions to key stakeholders.
- Comprehensive understanding of enterprise architecture concepts and models.
- Extensive experience with DevOps processes and tools.
- Extensive experience with ITIL version 4 principles and processes.
- Extensive experience with Release Management in complex and production-critical environments.
- Experience in Agile methodology and tools.
- Knowledge and experience with project management principles and methodologies related to software development.
- Ability to analyze existing processes and systems and identify areas for improvement and increased operational efficiency.
- Ability to drive and deliver in accordance with deadlines and provide detailed reporting and progress of overall projects/initiatives.
- Strong document management and reporting capabilities, including the creation of standard operations procedures in line with AWM.
- IT Process Steering & Governance.
- IT Operations Frameworks.ADVANTAGEOUS SKILLS REQUIREMENTS:
- Knowledge in designing, configuring, and maintaining ITSM service models (ServiceNow CSDM).
- Experience in a similar IT environment.
- German speaking (not mandatory).
- Excellent communication skills at senior engagement levels.
- Ability to relate and interact with a variety of stakeholders at different organizational levels.
- Strong interpersonal skills, including intercultural understanding.
- Able to work under pressure and be resilient in stressful situations.
- Must be self-motivated and open to learning independently.
- Proactive and able to provide new ideas for the improvement of processes and work methods.
- Self-starter.
- Learning mindset.
- Flexibility to take up different tasks in the team and be a team player.
- Willing and able to travel internationally when required.WHICH QUALIFICATIONS/EXPERIENCE DO WE NEED FOR THE ROLE?
- Fluent English-speaking, including business reading and writing.
- Information Technology qualification (degree/diploma).
- ServiceNow certifications (ITSM Fundamentals, CSDM, CMDB).
- ITIL v4 Certification advantageous.
- Minimum 8 years of working experience in IT Service Management.
- Team player (working in an international environment and team).WHAT WILL BE YOUR ROLE AND RESPONSIBILITIES?
- Perform the role of Subject Matter Expert (SME) for the CMDB / Manage Service Configuration topics in the context of a feature team.
- Develop, establish, and improve the Manage Service Configuration processes, including coordination of relevant interfaces to other service management processes.
- Plan and coordinate activities related to the CMDB and Manage Service Configuration processes.
- Consult on the IT Configuration Management process and tools.
- Consult on the integration of IT Infrastructure environments/technologies into CMDB.
- Monitor and steer IT Configuration Management data quality in accordance with relevant KPIs.
- Responsible for the execution of the process controls, ensuring that teams comply with process and data standards.
- Interface with other experts on IT Service Management topics.
- Interface with other experts on Enterprise Architecture topics.
- Carry out necessary communication measures and training.
- Report on requirements and suggestions for improvement to the relevant Process & Product Owners.
- Submit, update, and maintain knowledge articles related to key topics included in the scope of services supported.

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