(Senior) ITSM Process Owner (m/w/d)
Core
Design, implement, and control end-to-end ITSM processes (Incident, Change, Asset, Configuration, Service Catalogue) to improve service quality, response times, and customer satisfaction.
Role type
Senior ITSM Process Owner
Builds
Efficient ITSM processes and standardized service delivery frameworks
Domain
IT Service Management / Enterprise IT Operations
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
ITSM process design, stakeholder collaboration, training & workshop facilitation, KPI analysis, ITIL framework expertise, ITSM tool administration, analytical thinking, structured work approach
Preferred skills
Experience in end-to-end ITSM process implementation, management-level communication, cross-functional project support
Technologies
ServiceNow, ITIL
Responsibilities
Develop and optimize Incident, Change, Asset, Configuration, and Service Catalogue management processes; collaborate with IT teams and stakeholders to ensure efficient process usage; conduct training and workshops to establish uniform process understanding; establish and strengthen ITSM standards organization-wide; analyze KPIs and service reports to continuously improve service quality and customer satisfaction; integrate ITSM expertise into IT projects to support future-proof solutions
Seniority
Senior, hands-on IC
