Descripción de la oferta
Would you like to join an international environment, participate in projects across Europe with worldwide impact, and have the opportunity to further consolidate your career? If so, this is your chance! We are looking for a PMO Service Now Expert to join our team! In the Workplace and Service Desk area the support processes are implemented in our ServiceNow ITSM system. To leverage the existing ServiceNow capabilities in combination with the ServiceNow and Genesys Cloud AI-capabilities, an expert in that area is required. The purpose is to prepare and drive the implementation of AI-supported incident/request management, creation of AIsupported reports for quality management and other solutions to increase the efficiency and customer satisfaction. As the delivery of the workplace and service desk is in responsibility of our outsourcing partner, another purpose is to define guiding principles in regards of the logical service structure, knowledge management, ticket handling and steer the implementation of the same to set the foundation for comprehensive AI-solutions. Key Responsibilities: Service Landscape Analysis & Optimization: Conduct in-depth analysis of the existing support and service landscape, including current processes, tools, and best practices. Identify and propose innovative solutions (both AI and non-AI) for quality optimization, actively supporting the internal Service Desk Product Owner in continuous improvement efforts. Strategic Principle Definition & Implementation: Define and align guiding principles for our logical service structure (ServiceNow Common Service Data Model), knowledge management, and ticket handling processes within ServiceNow. Collaborate closely with our internal ServiceNow team and steer the implementation of these principles with our outsourcing partners, ensuring a solid foundation for future comprehensive AI solutions. Stakeholder & Project Management: Drive continuous stakeholder management, ensuring alignment and collaboration across teams. Oversee project management activities, including meticulous progress tracking and timely escalation of any roadblocks or issues to maintain momentum and meet project deadlines. AI-Powered ITSM Use Case Development: Identify, evaluate, and introduce impactful AI-powered IT Service Management (ITSM) use cases. This includes pinpointing opportunities for AI integration within current processes, ensuring alignment with business objectives, and driving the successful implementation of AI solutions to enhance efficiency, streamline operations, and improve overall service delivery. AI-Driven Reporting & Quality Assurance: Implement advanced AI-powered reporting mechanisms to proactively identify quality issues within our services and support processes. Translate these findings into actionable insights and recommendations, ensuring that AI-driven reports effectively support continuous improvement efforts, enhance service quality, and foster data-informed decision-making. Collaborative Engagement: Actively participate in workshops and regular meetings to integrate perspectives from the internal Service Desk Product Owner and ServiceNow team, reflecting corresponding requirements and problem statements in our strategic initiatives. Qualifications Graduate or post graduate degree in Information Technology, Computer Engineering or equivalent qualification Languages: English is mandatory German is a plus Experience: At least 2 years of experience with ServiceNow and experience with AI solutions Experience in and enthusiasm of implementing ServiceNow solutions Experience with Genesys Cloud Experience in AI solution design and different LLMs and ML Experience in service desk or service delivery functionli> Experience in IT service management and knowledge of tools Knowledge of the ServiceNow module ITSM Knowledge or willingness to acquire knowledge in the ServiceNow module CSM Specific Know-How: ServiceNow certification: IT Service Management or Service Mapping ITIL v3/4 certification Customer orientation and organisational skills incl. time management and planning Knowledge of Agile Project Management Methods (e.g., Scrum, Kanban) Willingness to take responsibility for projects Presentation and communication skills Strong analytical skills Demonstrated ability to work well independently, and collaboratively as needed Ability to effectively collaborate in a virtual, cross-functional diverse team environment Demonstrated analytical, critical thinking, and critical thinking skills with a focus on detail Problem solving mindset
