Job Description

Job Summary What Youll Bring to the Table: Essential Skills: Extensive experience with top ITSM platforms like ServiceNow and BMC Remedy Helix. Proficient in implementing, maintaining, and continuously improving ITSM processes. In-depth ServiceNow expertise, especially in the Change Enablement module. Capable of leading training sessions and knowledge sharing as a subject matter expert. Collaborate seamlessly with cross-functional teams to align IT services with business goals. Agile Working Model (AWM) adaptability for additional responsibilities. Bonus Skills: Experience with other ServiceNow ITSM modules: Incident, Problem, Service Request Management, and more. Ability to conceptualize complex information and perform detailed analysis. ITIL version 4 experience and Agile Methodology familiarity. Automation implementation skills to enhance efficiency. Balancing technical prowess with business insight. Building strong IT-business relationships. Stellar communication skills at senior levels. German-speaking abilities (not mandatory but a plus). Strong interpersonal skills with a knack for intercultural understanding. Resilient and calm under pressure. Proactive, self-motivated, and open to continuous learning. A systematic problem solver with a flair for innovation. Willingness to travel internationally when needed. Qualifications: Fluent in English (speaking, reading, writing). IT qualification (Degree, Diploma, Certificate). Robust technical knowledge in ITSM tools, incident, problem, and change enablement. ServiceNow certifications (ITSM fundamentals, CSDM, CMDB). Minimum 6 years of IT Service Management experience. Team player in an international environment. Your Role & Responsibilities: Act as the SME for ITSM processes, foundation data, governance, and measurements. Lead the transformation from BMC Remedy to ServiceNow. Provide 2nd and 3rd level support for ServiceNow ITSM processes. Develop and update user guides, operations manuals, and knowledge articles. Analyse KPIs to identify trends and areas for improvement. Ensure IT service quality, monitor performance issues, and support governance requirements. Deliver exceptional service management and client relationship maintenance. What We Offer: Cutting-edge global IT system landscape and processes. Flexible working hours (1960 hours in 12 months). High work-life balance with a remote/on-site work model. Affordable group vehicle promotions (terms and conditions apply). Motivating, energetic, and fast-paced environment. Modern, state-of-the-art offices. Dynamic global team collaboration. Agile Working Model Methodology.Open Source (Pty) LtdCompany

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