ServiceNow Specialist CSM and Project Manager 80-100%

The Amt für Informatik (AFI) is the IT competence center of the Canton of Zürich. It provides comprehensive services in the area of central IT infrastructure and canton-wide applications for the directorates, authorities, justice, and independent institutions. Tasked with implementing the new Information and Communication Technology (ICT) strategy, the office accompanies the canton in the digital world. To strengthen our Business Services IT team, we are looking for a committed individual to further develop our ServiceNow platform with a focus on Customer Service Management (CSM). Together, we drive the digitalization and automation of canton-wide processes. Your tasks: • Leadership or sub-project management of demanding ServiceNow projects as well as participation in central roles in strategic projects • Analysis, recording, and coordination of requirements with specialist departments, stakeholders, and external implementation partners • Further development of the ServiceNow platform and its modules with a focus on CSM processes and functionalities • Advising and supporting internal customers in technical, procedural, and technical questions • Responsibility for the functional and technical design of solutions as well as controlling the implementation by external partners • Participation in the establishment and further development of operations, support, and governance of the ServiceNow platform • Participation in the introduction and further development of ITSM, ITOM, SAM, CSDM, AI functionalities, and other innovative ServiceNow initiatives Your profile: • Completed studies (FH/HF) in informatics, business informatics, or comparable training • Practical experience in the conception and configuration of ServiceNow CSM as well as experience in the integration of CSM and ITSM • Several years of experience as a project manager, business analyst, solution designer, or consultant • Experience in the analysis, design, and optimization of business processes • Good technical understanding of modern IT technologies, especially in the area of Identity & Access Management, cloud platforms (Azure), as well as interfaces and integrations • Experience in cooperation with external providers and implementation partners • Strong communication and moderation skills as well as experience in conducting workshops • High sense of responsibility, initiative, as well as healthy assertiveness Our offer: • Demanding and varied projects with canton-wide impact • Much room for design and modern ServiceNow technologies • A collegial team with an open and appreciative cooperation • Flexible working hours, home office, and a modern workplace in the heart of Zürich, near the main station • Attractive employment conditions and diverse continuing education opportunities • Meaningful work with a direct contribution to the digital future of the Canton of Zürich Interested? If we have ignited your enthusiasm, then apply to us. We look forward to your application! Please use the online tool for this; we can only accept applications that arrive via the tool. If you have any questions, Artur Gabor (Group Leader Business Services IT) will be happy to provide information at tel. no.: +4143 259 48 76. Your new environment: Amt für Informatik