Process Manager

Job Description

• 3 years experience in IT Problem Management
• Advanced knowledge of ITIL 4 and Lean Six 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 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 of related processes: INM, CHM, SACM, RFF
• Motivation to create new ideas and teamwork
• Fluent English; knowledge of German is an advantage

Key Responsibilities

• Design and own the Problem Management process
• ServiceNow configuration and optimization
• Define and document policies, processes, and procedures
• Process metrics analysis
• Continuous process improvement
• Stakeholder collaboration
• Compliance and audit support