IT Service Management — NOW Corporation

IT Service Management

Job Description

  • Maintaining and improving of existing setup
  • Collaborate with application developers and application development teams
  • Adhere to architecture standards
  • Ability to quickly turn around enhancements and fixes
  • Responsible for producing stable solutions on-time
  • Solutions must be maintainable and leverage existing code or OOB functionality where possible
  • Provide support for ServiceNow Platform
  • Configure and enhance OOB solutions and custom apps on the ServiceNow Platform
  • Facilitate system upgrades, updates and patches
  • Perform root cause analysis and debug problems
  • Develop and maintain data integration between ServiceNow and other platforms
  • Suggest modifications to the development standards
  • Successfully supporting the transformation of the Ivoclar group and the IT into a service oriented organizational unit
  • Promote and champion the benefits of Incident, Problem, Change, Release, Request, Knowledge Management, CMDB and other IT Service Management processes
  • Develop and drive implementation of the service management tools, monitoring and associated business processes across the overall Ivoclar Vivadent group
  • Support continual service improvement and ongoing process maturity through regular reviews of the process and tools, trend analysis and metrics reporting and through regular engagement with stakeholders.
  • Partner with relevant departments to see how services are currently accepted, used to provide continuous service improvement
  • Provide training opportunities to build the skills of IT employees and ensure their ongoing ability to provide effective global support
  • Seek opportunities to utilize technology to improve operations, increase productivity, ensure accuracy and reduce costs
  • Maintain close interactions with global Information Technology team members
  • Continuous interaction with customers, vendors and suppliers to negotiate and develop IT frameworks and contracts under the guidance of the Global Information Technology Department for relevant topics.


  • Bachelor’s degree with IT Background or minimum of 5 years demonstrated experience in ITSM and Information Technology.
  • Demonstrated experience in ITSM and Information Technology.
  • Advanced Knowledge of ITIL framework and have managed transformation and ongoing operations of Service Management processes.
  • Advanced Knowledge in tools used in ITSM environment.
  • Fluent in written and spoken English, further languages preferred.
  • Advanced service and project management skills.
  • Advanced knowledge of state-of-the-art IT Services and practical experience in designing and implementing.
  • Team player (must be able to work in a virtual and distributed team)
  • Ability to work with people from a variety of different culturally diverse backgrounds
  • Customer friendly, oriented and pro-active
  • Communicative and cooperative
  • Trustworthy, reliable, flexible and resilient
  • Motivated, goal oriented, persistent and a skilled negotiator.
  • Ability to travel both domestically and internationally