ITSM Specialist

Project overview

For our client, we are currently looking for an ITSM Specialist.

Responsibilities

• Support in the conception and implementation of a digital service portal for employees and managers.
• Participation in the phased introduction of the portal based on the ServiceNow ESM platform.
• Task package AI Expert: Preparation and conception of AI-supported solutions on the ServiceNow platform.
• Structuring and preparation of relevant data for AI use.
• Identification and coordination of suitable AI use cases.
• Technical planning and preparation of AI solutions.
• Coordination with other AI initiatives and ensuring the reusability of knowledge management.
• Task package Portal Analysis: Analysis of usage figures, interactions, and user behavior.
• Evaluation of platform performance and user satisfaction.
• Identification of optimization and improvement potential.
• Creation and preparation of relevant key figures and reports.
• Support for data-based decisions for the further development of the portal.
• Support in the standardization, digitalization, and automation of internal services and processes.
• Consideration of overarching specifications and dependencies within the ServiceNow platform.
• Collaboration with relevant project, program, and specialist teams.

Requirements

• Very good or in-depth knowledge of the ServiceNow platform.
• Experience in IT Service Management (ITSM) or Enterprise Service Management.
• Knowledge in the preparation and implementation of AI-supported solutions on ServiceNow.
• Experience with data structures, knowledge management, and data-based analysis.
• Experience in defining and technically evaluating AI use cases.
• For portal analysis additionally:
• In-depth knowledge of the ServiceNow HR module.
• Experience in implementing complex HR processes.
• Knowledge in analyzing usage and interaction data.
• Experience with reporting, key figures, and performance analysis.
• Ability to collaborate with various stakeholders and coordinate across multiple initiatives.
• Understanding of digitalization, process optimization, automation, and standardization.
• Structured, analytical, and solution-oriented approach.
• Willingness to collaborate in a hybrid model of remote work and on-site service time

Project details

01.11.2026

Project end: 30.06.2027 (optionally longer)

Nuremberg / remote

• Start: 2026-11
• Duration: 8 Monate
• Location: DE
• Languages: German