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 the implementation of the new Information and Communication Technology (ICT) strategy, the Amt für Informatik accompanies and supports the Canton of Zürich into the digital world. In the Finanzdirektion, around 1200 people work at four locations in Zürich. We look after the dossiers Finance, Taxes, Personnel, Procurement, and IT. Anyone working with us helps shape the canton - versatilely, responsibly, and with impact beyond their own area of responsibility. To strengthen our Business Services IT team, we are looking for a committed personality 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: Management 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; Consulting and supporting internal customers in functional, 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, particularly in the area of Identity & Access Management, Cloud platforms (Azure) as well as interfaces and integrations; Experience in working with external providers and implementation partners; Strong communication and moderation skills as well as experience in conducting workshops; High sense of responsibility, initiative, and healthy assertiveness. Your contact Artur Gabor Team Leader Business Services IT +41 43 259 48 76 Dear personnel service providers! Please contact us before any dossiers are uploaded. Your contact: Julia Ernst (Recruiting Partner) at +41 43 259 35 19.