ICT Application Manager (ServiceNow) 100%

About the job

• You operate, configure and optimise the ServiceNow platform (including Incident, Problem, Change, Request, Service Catalog) and ensure stable operation.
• You analyse disruptions, resolve errors (2nd/3rd level) and support the departments in the efficient use of ServiceNow.
• You implement requirements in the form of configurations, workflows, business rules, UI policies, ACLs and integrations and document these comprehensibly.
• Requirements engineering in collaboration with process owners and key users: You gather needs, assess feasibility and translate them into actionable technical solutions. You maintain and further develop the service portfolio in ServiceNow, support releases/upgrades, conduct tests and accompany deployments into the productive environment. You consistently ensure governance, security and compliance requirements.
• You participate in ICT and digitalisation projects and take on (partial) project management related to ServiceNow as needed (e.g. new modules, self-service, CMDB/Discovery).
• You create dashboards and reports, analyse KPIs and derive optimisations for processes and automations.
• You support the setup and maintenance of interfaces (e.g. via REST/SOAP, MID-Server) as well as the integration of adjacent systems.

• You have completed training in the field of computer science (EFZ) or an equivalent qualification.
• You bring several years of experience in operating and further developing ServiceNow solutions.
• You are very familiar with ITIL processes and can translate requirements into technical implementations (configuration/customising, workflow/flow design).
• Ideally, you hold ServiceNow certifications (e.g. CSA, CIS in ITSM/CSM/Discovery) and have experience with scripting (JavaScript), integrations (REST/SOAP), CMDB as well as release/test management.
• You work in a structured, analytical and solution-oriented manner, gladly take responsibility and communicate confidently with different stakeholders.
• You have very good German skills; English skills are an advantage.

Mr Matthias Locher, Group Leader Infrastructure & Platform Services