ITSM Process Tooling Expert

That\’s why it is worthwhile joining CWS:

• Strategic & Impactful Role: Take ownership of ITSM processes for (Hardware) Asset Management and Configuration Management and shape their future direction.
• Career Growth: Join a forward-thinking organization that fosters professional advancement and skill development.
• Collaborative Environment: Work closely with IT Process Owners, business stakeholders, and cross-functional teams.
• Innovative ITSM Practices: Lead initiatives to enhance process efficiency and automation, leveraging our ITSM tools and best practices.
• Flexible Work Culture: Enjoy a hybrid work model that balances office collaboration with remote work flexibility.

You can look forward to these tasks:

• Tool Administration and Optimization: You will be responsible for defining and executing the ITSM tooling strategy and roadmap to align with business objectives. This includes continuously assessing and implementing new ITSM technologies to improve service delivery. As the primary administrator for ITSM tools, you will ensure their high availability, stability, and performance.
• Process Enablement and Automation: You will design and implement automated workflows to improve efficiency and service quality. You will also improve ITSM tools with automation, AI, integrations and enhance knowledge management and self-service features.
• Collaboration and Stakeholder Management: You will build strong relationships with the ITSM Process Owners, stakeholders, and external partners to ensure the ITSM tooling strategy aligns with business needs.
• Reporting and Data Insights: You will create reports and dashboards to give insights into ITSM process performance and measure success based on KPIs. By leveraging analytics and data-driven insights, you will identify trends, measure tool adoption, and drive continuous process improvements.
• Capability Building and Knowledge Management: You will develop and deliver training programs to improve ITSM tooling skills ensuring that employees can effectively utilize ITSM systems to their full potential. In addition to training, you will drive knowledge management initiatives that promote knowledge sharing and process adoption, helping to enhance the efficiency and effectiveness of ITSM processes.

Your Profile:

• Education: Bachelor’s degree in IT or Information Management
• Certifications: ITIL v4 Foundation (or strong understanding of ITIL)
• Experience: 5+ years in ITSM tooling, including administration, automation, and integrations
• Leadership Skills: Strategic thinking, influencing, and stakeholder management.
• Technical Skills: PowerShell/Python scripting, API integrations, IT Asset Management (ITAM), Software Asset Management (SAM) and CMDB implementation
• Soft Skills: Problem-solving, collaboration, communication, and business process management
• Language: Good English skills (spoken and written)

Ready to Apply?

Submit your application through our applicant portal by clicking \“Apply\“. Please include your full application documents, salary expectations, and preferred start date.

For further inquiries, contact our recruitment team at

We look forward to meeting you!

#J-18808-Ljbffr