ServiceNow Platform Specialist: ITSM Optimization

We are looking for a Service Now Platform Specialist (m/f/d) to support processes and continuously improve the Service Now platform for a client in the chemical/pharmaceutical industry based in Bubendorf. In this role, you will focus on administration, optimization, and continuous improvement of the platform, ensuring stable operations and high-quality service delivery.

Your Responsibilities

• Pre-qualify, analyze, and resolve incidents and service requests in close collaboration with the Managed Services team
• Identify improvement and optimization opportunities across workflows and platform processes by:
  
  - Supporting the deprecation of obsolete customizations and flows
  
  - Analyzing incident and request trends
  
  - Gathering and structuring user feedback
• Support the definition and creation of metrics and reports to analyze platform usage and performance from a business perspective
• Translate data and insights into concrete optimization and automation opportunities to improve the technical implementation of current workflows
• Support and maintain documentation of existing workflows and implementations, ensuring documentation remains up to date, clear, and aligned with best practices
• Contribute to the continuous improvement of platform standards, guidelines, and documentation quality
• Specify clear and structured implementation stories in close alignment with the Product Owner, ensuring consistent documentation by defining business and technical requirements, acceptance criteria, dependencies, and test scenarios
• Support testing and validation from a functional and business perspective, ensuring quality before deployment

Your Profile

• Bachelor’s degree in computer science, business informatics, or equivalent experience in a technical field
• Hands-on experience with Service Now, including administration and development
• Strong knowledge of the Service Now ITSM module and ITSM processes
• Experience working in Agile environments; familiarity with Dev Ops practices is a plus
• Ability to analyze complex processes and translate them into structured requirements and improvements
• Service Now certifications are an advantage
• Fluency in English required;
  German is a plus
• Strong analytical and problem-solving skills
• High level of ownership, accountability, and quality awareness
• Collaborative mindset with the ability to work effectively across technical and non-technical teams
• Strong time management skills, with the ability to self-organize, prioritize effectively, and deliver high-quality results in a fast-paced environment
• Self-driven personality with a strong continuous improvement mindset and excellent communication skills
• Contract period : 1 Year

Benefits

• 5 weeks of vacation
• Coverage of certification costs
• Reka Card with 20% discount on up to CHF 2,400
• CHF 400 contribution towards a gym membership