IT Service and Quality Management Specialist
Core
Establish, develop, and ensure the quality of ITSM processes and tools (ServiceNow) to integrate IT services and support collaboration between IT and business for the Netzsch Group.
Role type
IT Service and Quality Management Specialist (ServiceNow)
Builds
IT service lifecycle, ITOM Discovery and MID Servers, CMDB data quality, integrations with monitoring tools and cloud services
Domain
IT Service Management (ITSM) / Enterprise Service Management (ESM)
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure | physical/clinical work
Required skills
ServiceNow ITOM Discovery and ITSM modules, CMDB governance and lifecycle, IT infrastructure and cloud environments, ITIL processes, data modeling and reporting, KPI analysis, technical documentation
Preferred skills
German language skills
Technologies
ServiceNow, ITOM Discovery, MID Servers, CMDB, APIs
Responsibilities
Operate, plan, and optimize ServiceNow ITOM Discovery and MID Servers; Monitor, troubleshoot, and improve Discovery and CMDB data quality; Maintain integrations with monitoring tools, cloud services, APIs, asset management, and HR systems; Define and maintain KPIs, dashboards, audits, and CMDB compliance processes; Support and enhance ITSM processes (Incident, Request, Change, Assets, and Knowledge); Translate business requirements into technical ServiceNow solutions; Drive Continual Service Improvement (CSI), process reviews, and KPI analysis; Create technical documentation, conduct training sessions, and support knowledge transfer; Support IT provider management and software license management
Seniority
Mid-level, hands-on IC
