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!
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We are looking for a
PMO Service Now Expert
to join our team!
Purpose
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 function
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. xqbhyrx 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
Other competences
· 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
We offer you the opportunity to grow in an international and dynamic environment, taking part in new projects.
Within our
benefits
as an employee, we provide:
Competitive salary
60% Mobile work
Flexible entering hours
30 working days of holidays
Annual Training Plan
Mercedes-Benz benefits (Renting plans, employee discount)