Senior ITSM Consultant with German (f/m/x)

ServiceNow Competency Center provides services to customers from various industries in Europe and the United States. We specialize in improving customer platforms, optimizing and digitizing process flows, and expanding platform usage within the customer organization. Our experience spans among ITSM / ITOM / ITAM / HRSD / SecOps / SPM / CSM modules.

We support a leading financial services client with consulting and operational expertise across key ITIL processes, aiming to further develop and stabilize a high-performing IT service organization. Our focus is on clearly defined processes, measurable KPIs, and consistently high service quality. We are looking for experienced ITSM consultants who combine strong theoretical knowledge with a pragmatic, hands-on approach to process optimization and implementation.

Your tasks

• Provide consulting, analysis, and continuous improvement of customer-specific ITSM processes, particularly across core ITIL processes (Incident Management, Problem Management, Change Management, Service Request Management, Change Enablement)

• Identify process weaknesses and develop sustainable improvement measures in close collaboration with relevant departments

• Act as the interface between operations, service owners, and management stakeholders

• Support the introduction and operationalization of ITIL best practices within live operational environments

• Establish and maintain SLA and KPI reporting to enable effective governance and continuous optimization of service processes

• Implement quality assurance measures and support audits as well as regulatory requirements within the financial services sector

• Design and deliver workshops, training sessions, and enablement initiatives for support and process

Requirements

• Minimum 5 years of proven professional experience in IT Service Management (ITSM), preferably within regulated industries such as financial services, insurance, or banking

• In-depth understanding of the ITIL framework and the practical application of its process landscape

• Demonstrated experience in IT process management, including continuous improvement and optimization initiatives

• Completed degree in Information Technology or a related field, or an equivalent combination of education and relevant professional experience

• Strong communication and facilitation skills, with the ability to engage effectively across different stakeholder levels, including senior management

• Business-fluent German language skills (C-level proficiency) and fluent English language skills, both written and spoken

• Structured, self-driven, and solution-oriented working style

• Strong team orientation combined with a high level of customer focus

• Ability to quickly understand complex system landscapes and business environments

• Residing in Poland required

Nice-to-have requirements

• Knowledge of common ITSM tools (e.g., ServiceNow, Jira Service Management, HP Service Manager, or similar)

• Basic technical understanding of IT infrastructures (client/server, network, virtualisation, cloud services)

• ITIL certification (at least Foundation, ideally Managing Professional/Practice Manager)

• Project management certification (IPMA, PRINCE2, or similar)