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# ITSM Platform Transformation Lead

- **Company:** Energize Recruitment
- **Location:** Bremen, Germany
- **Experience:** Expert
- **Salary:** €110,000.0
- **Contract:** Permanent contract
- **Skills:** JIRA, Configuration Management Databases, Configuration Management, High-Level Architecture, Information Technology Operations, Knowledge Management, Open Source Technology, Systems Integration, Information Technology, Atlassian Tools, Servicenow
- **Published:** August 27, 2026
- **Apply:** https://www.adzuna.de/details/5855436417

## About the Role

* Senior experience in IT Service Management, IT operations or IT process management
 * Previous involvement in a major ITSM implementation, migration or transformation
 * Strong knowledge of ITIL-based processes and service-management governance
 * Experience across several ITSM processes, such as:
 + Incident management
 + Problem management
 + Change management
 + Request fulfilment
 + Configuration management
 + Asset management
 + Knowledge management
 + Service catalogue management
 * ServiceNow product ownership, architecture, consulting or implementation experience
 * Experience with Jira Service Management or the wider Atlassian ecosystem is highly beneficial
 * Ability to combine strategy and architecture with practical implementation
 * Strong understanding of CMDB, integrations, data quality and platform governance
 * Experience selecting or managing external implementation partners
 * Strong requirements-gathering and workshop-facilitation skills
 * Ability to communicate with developers, infrastructure teams, process owners and senior leadership
 * Independent working style with strong ownership and problem-solving capabilities
 * Willingness to work with either ServiceNow or an enhanced Atlassian environment
 * Fluent German and English

## Description

The current environment includes Jira, Atlassian and several open-source platforms supporting ITSM, CMDB, asset management, discovery and monitoring. The organisation is evaluating ServiceNow as a potential strategic platform while also assessing the future of its existing Atlassian-based environment.

The successful candidate will join early enough to influence the process strategy, platform decision, target architecture, implementation approach and supplier selection. This is a process-led transformation role rather than a pure ServiceNow development or administration position.

Tasks

 * Assess the existing ITSM processes, platforms and governance landscape
 * Identify process, technology, data and organisational gaps
 * Help define the future IT Service and Process Management strategy
 * Translate strategic objectives into a practical transformation roadmap
 * Support the evaluation of ServiceNow against the existing Atlassian and open-source environment
 * Help develop the commercial and operational case for the future platform
 * Design and improve processes including incident, problem, change and request management
 * Improve configuration, asset, knowledge and service-catalogue management
 * Define the high-level architecture and governance model for the future ITSM platform
 * Establish standards for platform configuration, integration, data and maintainability
 * Take ownership of the platform roadmap and backlog where required
 * Support implementation, migration, testing and operational handover
 * Coordinate external implementation partners, consultants and support providers
 * Facilitate workshops and translate stakeholder requirements into practical solutions
 * Challenge unnecessary customisation and ensure the platform remains scalable
 * Build internal ITSM knowledge and reduce dependency on external suppliers
 * Drive continuous process improvement following implementation
 * Support the expansion of standardised IT services across an international organisation


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