IT Service Management Specialist

Responsibilities:

Process governance for ITSM processes in support, operations, and the rest of the IT organization, including prioritization and forward-looking process roadmap.

Product owner of the ITSM system, Freshservice.

Representing the ITSM perspective in the IT organization's Operating Model.

Establishing metrics and setting up measurement points for ITSM processes.

Establishing pragmatic concepts for expectation management with internal stakeholders/customers (SLA, OLA, etc.).

Design, implementation, and continuous improvement of specific processes and their tool support (Freshservice and other tools).

Training, guidance, and coaching of employees as well as managers in good practice.

Establishing and maintaining collaboration mechanisms (processes) with external subcontractors.

Co...