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.

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.