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About the Role

We are seeking a Senior ITSM Process Owner to revolutionize the IT Service Management world. You will be part of a creative team with diverse backgrounds and experience, contributing to Axel Springer's transformation into a data and technology-driven company.

Responsibilities

• Shape ITSM processes and further develop Incident, Change, Asset & Configuration, and Service Catalogue Management.
• Collaborate closely with IT teams and stakeholders to ensure efficient process utilization.
• Conduct training and workshops to establish a unified process understanding.
• Establish ITSM standards organization-wide and strengthen their sustainable application.
• Analyze KPIs and service reports to continuously improve service quality, response times, and customer satisfaction.
• Contribute ITSM expertise to IT projects and support future-proof solutions.

Requirements

• Several years of experience as an ITSM Process Owner and in collaborating with teams and stakeholders.
• Completed studies in Business Informatics or a comparable qualification.
• Proficiency in ITIL frameworks and ITSM tools such as ServiceNow.
• Experience in the design, implementation, and controlling of end-to-end ITSM processes.
• Analytical thinking, strong customer orientation, and a structured way of working.
• Confident communication at management and specialist levels, assertiveness even with differing interests.
• Very good German language skills and good English language skills, both written and spoken.

Skills

• ITSM
• Incident Management
• Change Management
• Asset Management
• Configuration Management
• Service Catalogue Management
• ITIL
• ServiceNow
• KPI Analysis
• Service Reporting
• Process Design
• Process Implementation
• Process Controlling
• Analytical Thinking
• Customer Orientation
• Structured Working
• Communication
• Stakeholder Management

Location

• Berlin

Work Type

• Hybrid
• Full-time
• Part-time
• Permanent

Experience Level

• Senior

Education Level

• Degree in Business Informatics or comparable qualification

Benefits

• Diverse health offerings and support for all life situations: From sports courses (Wellhub), yoga and meditation to preventive check-ups and professional coaching with renowned partners (PME Familienservice).
• Exceptional campus in the heart of Berlin with modern office spaces and collaboration opportunities, as well as flexible working hours and work-life balance.
• Free food offering: complimentary lunch in our Kiez restaurant.
• A variety of seminar and workshop offerings, language courses, conferences, and lectures by internal experts, as well as networking events within the Axel Springer Group.

About the Company

• Axel Springer IT actively promotes the development of the Axel Springer family into a data and technology-driven company.
• We develop intelligent and lean services in IT that effectively support our partners' business.
• Through our customer-oriented culture, we accompany our users in their digital transformation.
• Excellent support and user satisfaction are important goals of our actions.
• We believe in the future of journalism as a business model and invest in future-oriented technologies.
• Our five essentials are the values that connect us and our compass in our commitment to freedom.

Equal Opportunity

• Diversity is an essential part of our corporate culture! We welcome all applications regardless of gender, nationality, ethnic and social origin, religion, worldview, disability, age, or sexual orientation and identity.