IT Service Management Specialist - Global IT

Denmark
Smørum
Do you have enthusiasm for optimizing IT processes within the organization, driving efficiency, global standardization, and collaboration across various IT and Business functions? If this sounds like the perfect opportunity for you, you should keep reading. In this role, you will be using your strong analytical skills, business process understanding and good communication skills.

Taking on the role, you can look forward to collaborating with other IT teams, stakeholders, and business units to understand their requirements and ensure that processes meet organizational needs. Your communication skills are important, since you will be communicating process changes, enhancements, and updates to relevant stakeholders.

Your new team
We are looking for a new IT Service Management Specialist who will join Global IT at Demant. Our IT organisation employees close to 800 people and is mainly located in Denmark and Poland with offices in the US and Malaysia. This is a brand-new position, and you will be working, more specifically, in our Enterprise Solution, Infrastructure and Security organisation, where IT Service Management is located. The ITSM team consists of 7 people based in Denmark and Poland and we are responsible for our global ITSM processes and our ITSM solution, where we are replacing Remedy with ServiceNow. We have 4 nationalities in the team, with backgrounds from 7 different countries and among us we speak 8 languages – so you will be part of a team that is truly diverse with the important task to deliver a global platform to support our colleagues in Global IT and the 22500 Demant employees.

The role
As IT Service Management (ITSM) Specialist, you will be our go-to person for key IT processes, such as incident management, change management, problem management, and service request fulfillment. Furthermore, you will drive standardization and improvement projects within the ITSM area from initial definition to execution and follow up.

To sum up, you can look forward to taking on the following key responsibilities:

• Mature our ITSM processes while ensuring alignment with standard ServiceNow functionality and ITIL best practices
• Continuously evaluate and enhance processes to improve efficiency and effectiveness
• Leverage the ServiceNow platform to design and implement ITSM functionality that align with organizational requirements while adhering to our guiding principles of keeping our ServiceNow implementation close to standard
• Participate in requirements analysis to meet specific process requirements
• Stay current with ServiceNow releases and new features to optimize platform utilization
• Deliver continuous improvement initiatives to enhance IT processes and facilitate operational excellence.
• Work with teams to identify automation opportunities and implement solutions to streamline workflows.

Collaboration, Communication and KPI´s
Together with your team you will be driving processes across different IT and Business teams. Often, you will find yourself in a situation, where you will be part of bridging understanding and processes requiring adjustments to support the common processes. You will also conduct training sessions for end-users and support teams to ensure proper understanding and utilization of IT processes globally.

Furthermore, you will define key performance indicators (KPIs) for IT processes and establish mechanisms for ongoing measurement and you will generate regular reports and dashboards to provide insights into process performance. Finally, you will analyze data to identify trends, areas for improvement, and opportunities for automation.

Standard Business Process Applications and Project Management skills

Firstly, we are looking for a person with good experience in working with standard business process applications focusing on leveraging creatively functionality instead of customizations. We expect that you have a bachelor’s or master’s degree in information technology, Computer Science, or a related field. Having an analytical mindset with the ability to translate many stakeholders’ point of view into solutions is also valued in this role. Finally, you have good Project management skills with the ability to prioritize and manage multiple tasks.

Apply now
Send your application as soon as possible. Deadline is July 5th., 2024. Because of the summer holidays coming up, we will begin the interview process around the 5th and 6th of August. The candidates we invite for interview will be contacted around the 8th of July.

Please assist us in maintaining a fair and inclusive selection process by not attaching a photo to your application. We're committed to equal opportunity for all applicants.

For further information, please contact Manager for IT Service Management, Mette Grønberg Rasmussen on +45 31 72 02 01.

We look forward to hearing from you.

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At Demant we value diversity, equity, and inclusion (DE&I) and we are committed to creating an inclusive working environment. We welcome applications from all qualified candidates regardless of ethnic background, personality, age, gender, and education. Diversity is part of our cultural DNA. Women in STEM areas are particularly encouraged to apply, as Demant supports United Nations Sustainable Development Goal 5 on gender equality.