IT Service Manager mit Schwerpunkt Tooling | ITSM Process Tooling Expert
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14.05.2025
*** English version below***
Wir suchen zum nächstmöglichen Zeitpunkt an einem unserer Standorte in Duisburg, Hamburg, Dreieich oder Deutschlandweit eine/n
ITSM Process Tooling Expert (m/w/d)
Ref.-Nr.: JR1010974
Darum lohnt es sich, Teil von CWS zu werden:
- Verantwortung & Gestaltung: Übernimm die Verantwortung für unsere ITSM-Prozesse und präge aktiv unsere Tooling-Strategie
- Weiterentwicklung: Werde Teil eines innovativen Unternehmens, das Deine fachliche und persönliche Entwicklung fördert
- Teamspirit: Arbeite eng mit IT-Prozessverantwortlichen, Fachbereichen und interdisziplinären Teams zusammen
- Innovation: Treibe die Automatisierung und Optimierung unserer Prozesse durch moderne Tools und Best Practices voran
- Flexibilität: Profitiere von unserem hybriden Arbeitsmodell mit einer guten Balance aus Büro- und Remote-Arbeit
- Benefits: Betriebliche Altersvorsorge, Zuschuss zu den Kita-Kosten, Möglichkeit zur Weiterbildung oder Teilnahme an Sprachkursen, Mitarbeiterevents, Job Rad, vergünstigte Mitarbeiterkonditionen für namhafte Online-Shops uvm.
Deine Aufgaben
- Tool-Verantwortung: Du entwickelst die ITSM-Tool-Strategie weiter und stellst deren reibungslosen Betrieb sicher
- Automatisierung & Effizienz: Du verbesserst Workflows durch Automatisierung, KI, Integrationen und Self-Service-Funktionen
- Zusammenarbeit: Du arbeitest eng mit internen und externen Partnern, um Anforderungen optimal umzusetzen
- Reporting: Du erstellst aussagekräftige Reports und KPIs zur Bewertung und Optimierung der ITSM-Prozesse
- Wissenstransfer: Du schulst Kolleg*innen im Umgang mit ITSM-Tools und förderst aktives Wissensmanagement
Das bringst Du mit
- Ein abgeschlossenes Studium im Bereich IT oder Informationsmanagement
- ITIL v4 Foundation oder fundiertes Verständnis von ITIL
- Mindestens 5 Jahre Erfahrung mit ITSM-Tools (inkl. Administration, Automatisierung & Integration)
- Technisches Know-how in PowerShell/Python, API-Integrationen, ITAM (z. B. Matrix42), SAM & CMDB
- Strategisches Denken, Kommunikationsstärke und lösungsorientiertes Arbeiten
- Gute Englischkenntnisse in Wort und Schrift
Klingt spannend?
Dann bewirb dich direkt über unser Bewerberportal, klicke auf „Bewerben“ und hinterlege deine du Fragen hast, kannst du dich gerne jederzeit per Email über jobs@cws.com melden.
Wir freuen uns darauf, dich kennenzulernen!
*** English version ***
We are looking for an
ITSM Process Tooling Expert (m/f/d)
Ref.-Nr.: JR1010974
That's why it is worthwhile joining CWS:
- Technical & Impactful Role: Take ownership of ITSM processes and play a key role in shaping and delivering the ITSM tooling strategy
- Career Growth: Join a forward-thinking organization that fosters professional advancement and skill development
- Collaborative Environment: Work closely with IT Process Owners, business stakeholders, and cross-functional teams
- Innovative ITSM Practices: Lead initiatives to enhance process efficiency and automation, leveraging our ITSM tools and best practices
- Flexible Work Culture: Enjoy a hybrid work model that balances office collaboration with remote work flexibility
You can look forward to these tasks:
- Tool Administration and Optimization: You will be responsible for defining and executing the ITSM tooling strategy and roadmap to align with business objectives. This includes continuously assessing and implementing new ITSM technologies to improve service delivery. As the primary administrator for ITSM tools, you will ensure their high availability, stability, and performance
- Process Enablement and Automation: You will design and implement automated workflows to improve efficiency and service quality. You will also improve ITSM tools with automation, AI, integrations and enhance knowledge management and self-service features
- Collaboration and Stakeholder Management: You will build strong relationships with the ITSM Process Owners, stakeholders, and external partners to ensure the ITSM tooling strategy aligns with business needs
- Reporting and Data Insights: You will create reports and dashboards to give insights into ITSM process performance and measure success based on KPIs. By leveraging analytics and data-driven insights, you will identify trends, measure tool adoption, and drive continuous process improvements
- Capability Building and Knowledge Management: You will develop and deliver training programs to improve ITSM tooling skills ensuring that employees can effectively utilize ITSM systems to their full potential. In addition to training, you will drive knowledge management initiatives that promote knowledge sharing and process adoption, helping to enhance the efficiency and effectiveness of ITSM processes
Your Profile
- Education: Bachelor’s degree in IT or Information Management
- Certifications: ITIL v4 Foundation (or strong understanding of ITIL)
- Experience: 5+ years in ITSM tooling, including administration, automation, and integrations
- Leadership Skills: Strategic thinking, influencing, and stakeholder management
- Technical Skills: PowerShell/Python scripting, API integrations, IT Asset Management (ITAM e.g. Matrix42), Software Asset Management (SAM) and CMDB implementation
- Soft Skills: Problem-solving, collaboration, communication, and business process management
- Language: Good English skills (spoken and written)
Ready to Apply?
Submit your application through our applicant portal by clicking "Apply". Please include your full application documents, salary expectations, and preferred start date.
For further inquiries, contact our recruitment team at jobs@cws.com.
We look forward to meeting you!
About CWS :
We, the CWS Business Services organisation, support the four CWS Business Areas Hygiene, Workwear, Cleanrooms and Fire Safety with comprehensive services in the fields of Human Resources, IT, Finance, Legal & Compliance, Procurement and Digitalisation.
We are proud of our culture in which we can all give our best and bring our own personality to the table. Our success is based on the diversity and commitment of our employees. That's why we foster an inspiring work environment characterised by respect, openness and collaboration.
Our company is shaped by different personalities. And yet we have something in common: the courage to embrace change, the joy of helping to shape and improve processes for our customers, and the will to roll up our sleeves and get to work.
Does that sound like you? Then join our team and be a Future-shaper, Trusted-advisor, Sparring-partner and much more.
Jetzt bewerben
