Specialist, Service Management (m/f/d)
Job DescriptionOur IT team operates as a business partner proposing ideas and innovative solutions that enable new organizational capabilities. We collaborate internationally to deliver the services and solutions that help everyone to be more productive and enable innovation.At our Burgwedel site, our IT team enables our business colleagues to develop, produce and deliver innovative human pharmaceutical products. As part of our Global End User Services organization, we ensure that our users can work efficiently, securely and in a highly connected environment.To strengthen our team, we are looking for a Specialist, Service Management (m/f/d)Key responsibilitiesEnsure smooth IT operations and an excellent user experience at the siteOperate and support the local IT infrastructure (end user devices, network, servers, lab/shopfloor and office systems) in line with global standards and processesApply and follow IT Service Management processes (Incident, Problem, Request, Change, Configuration Management)Act as an interface between IT and business functions:Support requirement gathering and documentationTranslate business needs into IT requirementsDevelop solution proposals in close collaboration with regional and global IT teamsProvide hardware and software to end users and deliver 2nd level support on siteContribute to the rollout, enhancement and continuous improvement of IT services and systems in line with internal IT SOPs and SDLC processesCoordinate and process changes in local and global systems (e.g. via ITSM ticket/change tools)Ensure compliance and audit readiness of the supported IT systems, including documentation and support of Corrective and Preventive ActionsIdentify optimization opportunities and contribute to continuous improvement of processes, services and standardsSupport the coordination of external service providers and collaboration in cross-site IT teamsQualification:Bachelor's degree in computer science computer science, information systems or equivalent practical experienceSeveral years of professional experience in IT support and/or IT Service Operations / Service ManagementSolid knowledge of:PC and laptop hardware as well as peripheral devices (printers, scanners, etc.)Basic network and server technologiesPractical experience with IT service processes and ideally with an ITSM tool (e.g. ServiceNow)Very good German and good English language skills, both written and spokenStrong service and customer orientation with the ability to communicate clearly with diverse stakeholdersStructured, self-driven and reliable way of working as well as strong team spiritWillingness to occasionally support outside of regular business hours (e.g. for incidents or planned changes)Additional qualificationsITIL Foundation certification or practical experience with the ITIL frameworkExperience in a regulated environment (e.g. GMP/GDP/pharmaceutical or comparable compliance requirements)Experience contributing to IT projects and rollouts or coord...