Specialist, IT Service Management (m/f/d)
Core
Ensure smooth IT operations and an excellent user experience at the Burgwedel site by supporting local IT infrastructure and IT Service Management processes.
Role type
Specialist, IT Service Management (2nd Level Support)
Builds
End user devices, network, servers, lab/shopfloor and office systems for pharmaceutical product development
Domain
Pharmaceutical / IT Service Management
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure | physical/clinical work
Required skills
PC and laptop hardware, peripheral devices, basic network and server technologies, IT service processes, ITSM tools (e.g., ServiceNow), compliance and audit readiness, stakeholder communication, requirement gathering and documentation, change coordination
Preferred skills
ITIL Foundation certification, experience in regulated environments (GMP/GDP), project rollout coordination, automated deployment or asset management solutions
Technologies
ServiceNow, ITSM ticket/change tools
Responsibilities
Operate and support local IT infrastructure; Apply IT Service Management processes (Incident, Problem, Request, Change, Configuration); Act as interface between IT and business functions; Provide 2nd level support to end users; Coordinate changes in local and global systems; Ensure compliance and audit readiness; Identify optimization opportunities; Support coordination of external service providers
Seniority
Specialist, hands-on IC
