IT Service Management Expert (Basel, English, German)

D-ploy is an IT and Engineering Solutions company with operations throughout the EMEA region including Switzerland, Germany, Czech Republic, Austria, UK, as well as the USA.

We pride ourselves on delivering innovative and superior services and solutions to numerous industry-leading clients. By building relationships and trusted partnerships within the IT community, we optimize our customer‘s IT productivity and contribute to the organization’s success and value.

We are interested in talking to engaging, flexible, and solution-oriented individuals who are looking to become a part of a dynamically growing and international organization. We are focused on creating value where IT counts, join us!

Tasks and Responsibilities

• Requirement Analysis:
  • Capture requirements and expectations of stakeholders (e.g. workshop/s).
  • Identify all existing services and their attributes + determine necessary new services.
• Taxonomy Development:
  • Develop a taxonomy (classification system) for the service catalogue.
  • Define clear roles such as Service Owners and their responsibilities.
• Create Service Descriptions:
  • Detailed descriptions for each service.
  • Ensure clarity on end-to-end responsibility and SLAs.
• Set SLAs and KPIs:
  • Define SLAs and KPIs for each service.
• Implementation and Testing:
  • Implement / adapt the service catalog into SNOW.
  • Test extensively.
• Training and Rollout:
  • Train employees on the new service catalog and associated processes.
  • Implement a phased rollout to ensure all stakeholders are adequately prepared.
• Monitoring and Continuous Improvement:
  • Implement a monitoring system to track service performance and gather feedback.
  • Set up regular reviews to update and improve the service catalog based on changing requirements and feedback.

• Bachelor’s degree in Information Technology, Computer Science, or Business Administration.
• 3-5 years of experience in IT Service Management or related fields.
• Proven experience in requirements analysis, taxonomy development, and SLA/KPI definition.
• Familiarity with IT Service Management tools such as ServiceNow (SNOW).
• Experience in training, rollout facilitation, and continuous improvement processes.
• Strong communication and stakeholder engagement skills.
• Analytical and problem-solving abilities.
• Proficiency in taxonomy development and SLA/KPI definition.
• Technical competence in ITSM tools like ServiceNow.
• Training facilitation and change management skills.
• Detail-oriented with a focus on continuous improvement.
• Excellent English and German language skills (spoken and written)
• All candidates must provide a Criminal record (not older than 3 months).

• Broad range of activities, tasks, and projects
• Flexible working conditions
• Vouchers (B-day voucher, wedding, and new born surprise)
• Fishing for Friends program – our referral program
• Refreshments in the D-ploy office
• Further development and professional advancement
• Friendly and international working environment
• Company-sponsored events
• Competitive salary and various benefits

Is IT in your DNA?