ServiceNow ITSM Senior Consultant

Location: Remote with occasional onsite work in Austria

Language Requirements:Fluent German

Allocation: Full-time

Customer-Facing: Yes

Role Summary: Responsible for designing and leading the implementation of a streamlined and upgrade-safe ITSM framework. Acts as the functional lead for all incident, request, and change management implementations.

Key Responsibilities:

• Re-define incident management by returning to ServiceNow OOTB best practices
• Design, define, and implement change and problem management based on ServiceNow OOTB best practices.
• Collaborate on simplifying the request catalog and replacing customizations with standard models
• Support requirement engineering, sprint planning, and platform alignment
• Liaise between internal developers, customer PMs, and platform architects

Required Skills:

• 3+ years in ServiceNow ITSM architecture and implementation
• Strong knowledge of ITIL practices and OOTB capabilities
• Ability to refactor legacy implementations and improve maintainability
• Skilled in service catalog design, request workflows, and incident automation
• Excellent communication skills in German (mandatory)