ICT Application Manager (ServiceNow)

You operate, configure and optimize the ServiceNow platform (including Incident, Problem, Change, Request, Service Catalog) and ensure stable operation. You analyze disruptions, rectify errors (2nd/3rd Level) and support 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 them in a traceable manner. Requirements engineering in collaboration with process owners and key users: You identify needs, assess their feasibility and translate them into implementable technical solutions. You maintain and further develop the service portfolio in ServiceNow, support releases/upgrades, conduct tests and accompany deployments into the production environment. In doing so, you consistently adhere to governance, security and compliance guidelines. You work on ICT and digitization projects and take on (partial) project management responsibilities for ServiceNow (e.g. new modules, self-service, CMDB/Discovery) as needed. You create dashboards and reports, analyze KPIs and derive optimizations for processes and automations. You support the setup and maintenance of interfaces (e.g. via REST/SOAP, MID-Server) and the integration of adjacent systems. Requirements: You have completed training in the field of computer science (EFZ) or have a comparable 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/customizing, workflow/flow design). You ideally have ServiceNow certifications (e.g. CSA, CIS in ITSM/CSM/Discovery) and have experience with scripting (JavaScript), integrations (REST/SOAP), CMDB and release/test management. You work in a structured, analytical and solution-oriented manner, take on responsibility and communicate securely with different stakeholders. You have very good German language skills, English language skills are an advantage. Skills & Requirements - Must-Have Skills: ServiceNow, ITIL processes, Incident Management, Problem Management, Change Management, Request Management, Service Catalog, configuration/customizing, workflow design, flow design, business rules, UI policies, ACLs, integrations, JavaScript, REST, SOAP, CMDB, release management, test management, dashboards, reports, KPI analysis, MID-Server, governance, security, compliance Nice-to-Have Skills: ServiceNow certifications (CSA, CIS), ITSM, CSM, Discovery, self-service, English language skills