Job Description

ESSENTIAL SKILLS REQUIREMENTS:
- Extensive experience with configuring, administering, and supporting large enterprise IT Service Management (ITSM) platforms and solutions like ServiceNow, BMC Remedy Helix.
- Proficient in implementing, maintaining, and continuous improvement of IT Service Management processes and practices.
- Extensive ServiceNow experience with specific focus on IT Service Management Change Enablement module.
- Capable of providing training as a subject matter expert (SME) and providing input on knowledge-sharing sessions to key stakeholders.
- Collaborate closely with cross-functional teams, IT Professionals, and stakeholders to ensure service quality and align IT services with business objectives.
- Any additional responsibilities assigned in the Agile Working Model (AWM) Team Charter.ADVANTAGEOUS SKILLS REQUIREMENTS:
- ServiceNow experience with specific focus on IT Service Management modules:
- Incident, Problem, Service request management, Service level management, and Knowledge management.
- Ability to conceptualize complex information and perform detailed analysis when required.
- Experience and implementation of ITIL version 4.
- Experience with the Agile Methodology.
- Understanding and implementing automation to increase efficiency and handle repetitive tasks.
- Balancing technical skills with business acumen to align IT goals with business objectives.
- Building and maintaining strong relationships between IT and the business.
- Ensuring a positive customer experience through effective service management.
- Excelling in clear communication and working well with teams across the organization.
- Being able to identify, analyze, and resolve issues efficiently.
- German-speaking (not a prerequisite).
- 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. Remaining calm and patient in stressful situations or when dealing with challenging issues.
- Must be self-motivated and open to learning independently.
- Proactive and able to provide new ideas for improvement of processes and work methods.
- Self-starter.
- Flexibility to take up different tasks in the team and be a team player.
- Approaching problems in a systematic way and finding innovative solutions.
- Collaborating effectively with others to achieve common goals.
- Always considering the impact on the customer and striving to enhance their experience.
- The ability to mediate disputes and find mutually acceptable solutions.
- 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, Certificate).
- Strong technical knowledge in ITSM tools, incident, problem, and change enablement.
- Excellent analytical and problem-solving skills.
- ServiceNow certifications (ITSM fundamentals, CSDM, CMDB).
- Min. ~ 6 years 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) on ITSM related topics:
- ITSM processes, foundation data, governance, and measurements.
- Support migration/transformation of existing IT Service Management processes and services from BMC Remedy platform to ServiceNow platform.
- 2nd and 3rd level support for ServiceNow ITSM Processes.
- Creating and updating documentation of user guides and guidelines including operations manuals.
- Submitting, updating, and maintaining knowledge articles related to key topics included in the scope of services supported.
- Analyze KPIs to identify trends and areas requiring attention.
- Conducting IT service quality assurance, monitoring, and analyzing performance issues to ensure service standards.
- Supporting IT governance and audit requirements to maintain compliance and operational integrity.
- Providing different levels of support, managing incidents, and ensuring continuous operation of IT services.
- Focusing on continual service improvement to enhance service delivery and process efficiency.
- Interacting with clients such as IT service consumers, suppliers, and users to maintain service quality and manage relationships.

ExecutivePlacements.com