IT Service and Quality Management Specialist

Job Description

Establish, further develop, and ensure the quality of ITSM processes and tools (ServiceNow) to ensure IT service integration, support collaboration between IT and business, and provide and manage the lifecycle of valuable IT services for the Netzsch Group, also with a focus on the Americas region

Qualifications

Responsibilities

• Operate, plan, and optimize ServiceNow ITOM Discovery and MID Servers
• Develop and maintain discovery schedules, credentials, and patterns
• Monitor, troubleshoot, and improve Discovery and CMDB data quality
• Manage CMDB CI classes, relationships, governance, and lifecycle
• Maintain integrations with monitoring tools, cloud services, APIs, asset management, and HR systems
• Define and maintain KPIs, dashboards, audits, and CMDB compliance processes
• Support and enhance ITSM processes (Incident, Request, Change, Assets, and Knowledge)
• Translate business requirements into technical ServiceNow solutions
• Manage workflows, business rules, UI policies, catalog items, and dashboards
• Drive Continual Service Improvement (CSI), process reviews, and KPI analysis
• Create technical documentation, conduct training sessions, and support knowledge transfer
• Support IT provider management and software license management

Requirements

• Degree in IT or equivalent professional experience
• Strong experience with ServiceNow IT modules, especially ITOM Discovery and ITSM
• Solid knowledge of CMDB, IT infrastructure, servers, networks, and cloud environments
• Good understanding of ITIL processes and service management practices
• Experience with data modeling, reporting, KPIs, and data quality management
• Analytical and structured problem-solving skills
• Strong communication and stakeholder management abilities
• Ability to work independently and collaboratively in teams
• Troubleshooting and root cause analysis skills
• Advanced written and spoken English
• German language skills are a plus

Additional Information

📍 CLT contract

🏡 Preferably hybrid work in Pomerode or Curitiba.