ITSM Specialist II

Details: ESM Operations & Transformation Specialist

Role purpose Support IT GFS Enterprise Service Management with operational improvements, ServiceNow housekeeping, documentation and special assignments. The role provides flexible capacity wherever additional support is needed.

Main Responsibilities

• Support cleanup of legacy and obsolete ServiceNow items.
• Perform housekeeping, backlog and data-quality activities.
• Create and update process documentation and work instructions.
• Support testing, validation and release preparation.
• Track actions, risks and dependencies through completion.
• Prepare reports, dashboards and concise status updates.
• Support improvement, transformation and selected Experience & Engagement activities.

Job Requirements

Details: What we are looking for

• Practical ServiceNow or IT service management experience.
• Strong analytical, organizational and problem-solving skills.
• Ability to work independently and follow tasks through to completion.
• Good documentation and reporting skills.
• Professional English and strong Microsoft 365 skills.
• ITIL, project coordination or process-improvement experience is helpful.

Working model The person will work across ESM product teams, platform and operations stakeholders and Experience & Engagement. Assignments may change according to business priorities, so a pragmatic and flexible working style is important.

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