ITSM Process & Tool Manager

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. 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. 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.