IT Operations Leader for ServiceNow ITOM

As an IT Operations Manager, you will play a pivotal role in driving the success of our ServiceNow Product Owner (IT Operations Management) team. This position requires exceptional leadership skills, technical expertise, and a deep understanding of ITOM processes.

Tasks & Responsibilities:

• Meet business requirements, maintain high service quality, and deliver professional implementation in operational activities are core values and value propositions.

Support of Projects and Global Operations, 2nd and 3rd level support for ServiceNow Consulting of Customer/User in business regarding requirements related to platform.

ServiceNow ITOM product including Discovery processes and data source management

• Responsible for functional architecture, process landscape, and implementation of existing ServiceNow product ITOM.
• Responsible for functional architecture, process landscape, and implementation of existing ServiceNow product ITOM.
• Planning, coordination, and control of product functionalities in collaboration with platform owner, platform architect, and business stakeholders.
• Continuous improvement of overarching module implementation.
• Providing dashboards and reporting on process KPIs of ITOM processes in coordination with business.
• Providing consultancy and supporting business in planning, process design, evaluation, and implementation of new and existing ITOM product services.
• Responsible for functional and technical documentation of modifications and configurations.
• Planning and conducting regular information sessions for stakeholders about projects, implementations, and innovations in ServiceNow context of ITOM product.
• Developing, maintaining, and updating internal communication/marketing measures for product ITOM.
• Authoring themes, epics, and user stories, defining features for processes and functionalities within ITOM product.

Education & Trainings:

• University degree or equivalent recognized degree.
• At least six years of experience in ServiceNow environment.
• At least four years of experience in IT Asset Management, IT Operations Management.
• Very good skills and experience in implementing and maintaining ITOM environment.
• Very good procedural/functional and technical understanding of CMDB, CSDM, SAM processes, asset integration interfaces, and ServiceNow data model.
• Ability to independently model well-thought-through and structured processes.
• Experience in working successfully in agile environment.
• High motivation in quality documentation preparation.
• Intercultural experience.
• Independent, solution-oriented, and structured way of working.
• Interest in new and innovative solution approaches.
• Friendly, communicative, and team-oriented appearance.
• Comfort zone also includes public speaking situations.
• Basic travel readiness.
• Very good English skills in writing and speaking.

Technical know-how:

Mandatory

• ITOM 4 years of Experience.
• ServiceNow Domain 6 years of Experience.
• ServiceNow implementation experience.
• ServiceNow ITOM implementation experience.

Able to provide hands-on support to Support team and trouble-shoot issues occurring Post Go-live.