IT SM Process & Tool Manager

Job Description

• Own and continuously improve the ITSM tool (USM), ensuring alignment with ITIL processes and business needs. 
• Act as the main point of contact; manage the roadmap, backlog, and enhancements of the ITSM platform. 
• Configure and administer ITSM modules (Incident, Request, Change, Problem, CMDB), including workflows, SLAs, and automation.
• Drive process enablement and standardization across teams; collaborate with stakeholders and support audits/compliance. 
• Deliver reporting and insights, coordinate releases with vendors, and provide training/documentation for users.

Qualifications

• 3–7 years in ITSM/Service Desk/IT ops with hands-on ownership or administration of an ITSM tool. 
• Strong knowledge of ITIL processes (Incident, Request, Change, Problem) and ITIL Foundation (preferred). 
• Proven experience in ITSM configuration (modules, workflows) and translating business needs into system solutions.
• Experience with reporting, dashboards, and data analysis within ITSM tools. 
• Strong analytical, communication, and structured working style; able to balance operations with continuous improvement.

Additional Information

Employee perks, benefits

• Employment contract for an indefinite period
• + 13th Salary
• 5% Annual bonus
• Flexible working time (core time 9-3:00)
• Home office possible 2 days a week
• Extra days of leave
• 2 Sick days per year
• Recreation allowance
• Referral program
• Travel allowance
• The third pillar of the pension scheme (up to 2,5%)
• Company mobile phone or phone allowance
• Support for professional and career growth, education and training

Compensation

Basic wage component (gross): 2300 EUR/month

This amount is our minimum offered salary. Compensation is determined based on your level, skills, experience, and qualifications.

For HR agencies: Please note that we do not accept applications coming from agencies. Thank you.