ServiceNow IT Operations Management Lead

As Fresenius Digital Technology, we are an integral part of the Fresenius Group, responsible for the IT of the healthcare company and its business areas. We provide the latest healthcare technologies and, with our reliable IT services, ensure that people with Fresenius can fulfil their mission of advancing patient care in the service of health around the clock and around the globe.

The ServiceNow ITOM Technical Lead is accountable for the roll-out, adoption, and integrity of the ServiceNow ITOM capabilities within Fresenius. 

Your daily basis tasks:

• Ensure ITOM capabilities and architecture are documented and maintained
• Analyse the impact of new requirements and align to business strategy and governance decisions
• Provide architectural controls for discovery, CMDB, service mapping, and event management
• Provide ITOM technical leadership to the ServiceNow Platform Support Team
• Lead ITOM technical aspects of the platform support team
• Receive, manage, and direct the resolution of technical escalations
• Ensure integrity of system remains intact throughout expansion and upgrades
• Manage ITOM stakeholders across business segments and maintain governance across the platform
• Manage outsourced relationships to deliver support operations and projects
• Create, develop and qualify use cases/user stories
• Govern ITOM interfaces and ensure optimization and re-use
• Review and approval ITOM solution proposals
• Align with other architects and IT Security to ensure ServiceNow ITOM meets all relevant compliance and security standards
• Drive the continual service improvement of ITOM capabilities and drive adoption of CMDB data, aligned with CSDM, across all ServiceNow activities

What is important from our point of view:

• Senior ServiceNow Development skills, specializing in IT Operations Management (Discovery, CMDB, Service Mapping, Event Management)
• Experience of infrastructure configuration across traditional on-premises datacenters, cloud, network and IT security tools
• Hands on experience with MID-server configuration and understanding of architecture
• Hands-on experience of probes, patterns and troubleshooting
• Strong problem management skills
• ITIL aware, ideally v4 qualified
• Experience and understanding of ServiceNow CSDM model
• Ability to analyse and transform complex business requirements into technical deliverables
• Management of senior stakeholders
• Delivery management through 3rd parties
• Experience with project delivery through both Agile and Waterfall methodologies

What can we offer you:

• Great collaboration and knowledge sharing spirit
• Stable employment in a company with international environment
• Benefit package (private medical health care, multisport card, life insurance, social fund, fruits in the office, integration events, employee pension program)
• Work in a modern office located in Wrocław city centre (pl. Nowy Targ) or from your home (we meet at the office once a week if you're from Wrocław or 2 a month if you're from another city)
• Excellent teamwork culture and friendly atmosphere