About this role
Establish, further develop, and ensure the quality of ITSM processes and tools (ServiceNow) to ensure IT service integration, support collaboration between IT and business, and provide and manage the lifecycle of valuable IT services for the Netzsch Group, also with a focus on the Americas region
Responsibilities
Operate, plan, and optimize ServiceNow ITOM Discovery and MID ServersDevelop and maintain discovery schedules, credentials, and patternsMonitor, troubleshoot, and improve Discovery and CMDB data qualityManage CMDB CI classes, relationships, governance, and lifecycleMaintain integrations with monitoring tools, cloud services, APIs, asset management, and HR systemsDefine and maintain KPIs, dashboards, audits, and CMDB compliance processesSupport and enhance ITSM processes (Incident, Request, Change, Assets, and Knowledge)Translate business requirements into technical ServiceNow solutionsManage workflows, business rules, UI policies, catalog items, and dashboardsDrive Continual Service Improvement (CSI), process reviews, and KPI analysisCreate technical documentation, conduct training sessions, and support knowledge transferSupport IT provider management and software license managementRequirements
Degree in IT or equivalent professional experienceStrong experience with ServiceNow IT modules, especially ITOM Discovery and ITSMSolid knowledge of CMDB, IT infrastructure, servers, networks, and cloud environmentsGood understanding of ITIL processes and service management practicesExperience with data modeling, reporting, KPIs, and data quality managementAnalytical and structured problem-solving skillsStrong communication and stakeholder management abilitiesAbility to work independently and collaboratively in teamsTroubleshooting and root cause analysis skillsAdvanced written and spoken EnglishGerman language skills are a plus 📍 CLT contract
🏡 Preferably hybrid work in Pomerode or Curitiba.