Process Manager (m/f/d)

Job Description 3 years experience in IT Problem Management Advanced knowledge of ITIL 4 lean 6 sigma knowledge (certification is not a must) 3 years of hands on experience working with ServiceNow, particularly in the Problem Management module Strong analytical and problem solving skills Understanding process design principles Ability to assess risk and impact across complex IT landscapes Good communication and interpersonal skills with experience facilitating cross functional discussions Ability to document policies processes and procedures clearly and effectively Cross process knowledge to related processes (INM, CHM, SACM, RFF) Motivation to create new Teamwork Fluent English knowledge, German is advantage

Key Responsibilities Design and Own the Problem Management Process ServiceNow Configuration Optimization Define and document policies, processes and procedures Process Metrics Analysis Continuous process improvement Stakeholder Collaboration Compliance and audit support

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Your Task

This role focuses on IT Problem Management and requires 3 years of experience in IT Problem Management with advanced knowledge of ITIL 4. The position requires hands-on experience working with ServiceNow, particularly in the Problem Management module. This role values lean 6 sigma knowledge, though certification is not mandatory. The ideal candidate will possess strong analytical and problem-solving skills with an understanding of process design principles.

Key Responsibilities

• Design and own the Problem Management Process

• Configure and optimize ServiceNow

• Define and document policies, processes, and procedures

• Analyze process metrics

• Drive continuous process improvement initiatives

• Collaborate with stakeholders across the organization

• Provide compliance and audit support

• Work across related processes including INM, CHM, SACM, and RFF

The role requires fluent English proficiency, with German language skills being an advantage. The successful candidate must be able to assess risk and impact across complex IT landscapes, possess good communication and interpersonal skills, and have experience facilitating cross-functional discussions. They should be motivated to create new teamwork opportunities and be able to document policies, processes, and procedures clearly and effectively.

Your Profile

We are looking for an experienced IT Problem Management Professional with advanced ITIL knowledge, ServiceNow expertise, and strong analytical skills to design and own problem management processes.

Must Have Skills

• 3 years of experience in IT Problem Management

• Advanced knowledge of ITIL 4

• 3 years of hands-on experience working with ServiceNow, particularly in the Problem Management module

• Strong analytical and problem-solving skills

• Understanding of process design principles

• Ability to assess risk and impact across complex IT landscapes

• Good communication and interpersonal skills with experience facilitating cross-functional discussions

• Ability to document policies, processes, and procedures clearly and effectively

• Cross-process knowledge related to INM, CHM, SACM, RFF

• Teamwork skills

• Fluent English knowledge

Nice to Have Skills

• Lean Six Sigma knowledge (certification is not required)

• German language skills