Senior IT Process Manager (IT Configuration/CMDB) | f/m/d

ERGO Technology & Services S.A. (ET&S S.A.) was established in January 2021 following the integration of ERGO Digital IT and Atena into one entity. As part of ERGO Technology & Services Management AG, the technology holding of ERGO Group AG, the company supports millions of internal and external customers with state-of-the-art IT solutions. In October 2022, ET&S S.A. expanded its operations by creating a Business Services unit to contribute to the growth of ERGO's business, offering skills in reporting, analysis, actuarial, and input management. The company implements AI, IoT, Voice Recognition, Big Data science, advanced mobile solutions, and business-related services to anticipate and address customers' future needs.

• Fluency in English
• 5+ years’ experience in IT Service Management with a strong focus on Configuration Management and CMDB
• Deep knowledge of ITIL and proven experience implementing ITSM processes
• Hands-on experience with CMDB/ITSM tools (e.g., ServiceNow, BMC Remedy or similar), including data modelling and integrations
• Strong understanding of IT infrastructure and application architectures (servers, networks, cloud, middleware, applications, services)
• Experience with data quality management, discovery tools, and automation related to CMDB population and maintenance
• Strong analytical skills and attention to detail, with the ability to interpret complex configuration data and translate it into actionable insights
• Excellent communication and stakeholder management skills; able to work with technical teams and business partners at different levels
• Ability to define governance, standards, and best practices, and drive their adoption across the organization
• Experience working with JavaScript, SOAP, XML
• Proficiency in modules such as IT Service Management (ITSM), IT Operations Management (ITOM)
• Experience with Flow Designer and update sets

Nice to have:

• Professional qualifications such as ServiceNow Certified System Administrator (CSA), Application Developer, Certified ServiceNow Implementor (discovery, service mapping)

• Managing and maintaining the IT Configuration Management Database (CMDB) pertaining to the Common Service Data Model (CSDM)
• Being responsible for Platform Configuration – customize forms, fields, workflows, UI policies, to meet Business requirements
• Developing and scripting using JavaScript, Glidescript, and ServiceNow APIs to build custom applications and solutions
• Building and maintaining integrations with third-party systems using SOAP/REST APIs and integration hub
• Documenting code, application functionality, and creating technical designs from functional requirements
• Creating dashboards for reporting and monitoring of ITSM process specific requirements
• Collaborating with Infrastructure, Application, Network, Security, and Service Management teams to integrate data sources and ensure CMDB completeness and accuracy
• Defining and monitoring KPIs and metrics for CMDB and Configuration Management performance, driving corrective actions and improvement initiatives
• Leading or participating in CMDB-related projects (tool implementation, integrations, data migrations, discovery tools, automation)
• Conducting regular CMDB quality checks, audits, and reconciliation activities; managing data cleansing and normalization
• Providing guidance, training, and communication to stakeholders on Configuration Management policies, roles, and responsibilities
• Acting as a primary point of contact and advisor for all topics related to Configuration Management and CMDB for both IT and business stakeholders