Job
In this role, you will optimize ITSM processes such as incident and problem management, coordinate major incidents, and support service reporting and KPI creation.
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Your role in the team
- You are passionate about innovation and digital transformation - so are we! Our IT teams actively participate in business process design and company-wide projects. We don't just let IT happen, we do IT ourselves. Join us and become part of our team in one of the most beautiful industries in the world with your expertise, and be responsible for:
- Optimization and further development of ITSM processes, particularly in incident, problem, change, and service request management.
- Support in the sustainable resolution of incidents and the structured analysis of problems.
- Coordination during major disruptions and support with escalations, reporting chains, and follow-up actions.
- Further development of the Service Level Agreement, service times, KPIs, and service reporting.
- Visibility of IT services, applications, and their dependencies on business processes.
- Participation in the development and maintenance of the service catalog, CMDB, and monitoring structures.
- Gather requirements for ITSM and ESM tools, evaluate them, and support their implementation.
- Training employees in handling tickets, ticket documentation, and ITSM processes.
- Creation of reports, analysis of relevant key figures, and derivation of concrete improvement measures.
- Moderation of workshops, service reviews, and alignments between IT teams and stakeholders.
- Establishment of best practices, quality gates, and standards in IT Service Management.
Our expectations of you
Education
- A completed apprenticeship or degree, for example in Business Informatics, Computer Science, IT Management, or a comparable field.
Qualifications
- Good understanding of IT infrastructures, applications, services, and their dependencies.
- Excellent communication, moderation, and presentation skills.
- Very good knowledge of German, at least C1, as well as good knowledge of English.
Experience
- Several years of professional experience in IT Service Management or a comparable role.
- Solid knowledge of ITIL and practical experience with ITSM processes.
- Experience in at least several of the following areas: Incident Management, Problem Management, Change Management, Service Level Management, Service Catalog, CMDB, Monitoring, Reporting, or ITSM tool development.
- Experience with ITSM tools such as ServiceNow, Matrix42, USU, Jira Service Management, or comparable platforms.
- Experience in collaborating with IT departments, IT operations, application management, and business stakeholders.
- Analytical thinking and experience in deriving actions from data, KPIs, or process analysis.
What we offer
- At NEW YORKER, you're more than just an employee – with our benefits, we want you to feel completely comfortable from the very beginning, both professionally and privately.
- Flexible working hours for a balanced work-life balance.
- Attractive compensation & comprehensive social benefits.
- 30 vacation days, company pension scheme, and asset-building benefits.
- Permanent position in an internationally successful company.
- Stable, growth-oriented, and future-focused.
- Personal buddy for your successful start.
- Onboarding events for the perfect start.
- Company and team events for a strong sense of unity.
- Excellent connectivity of the headquarters (Hansestraße) to the A2/A391 as well as free employee parking at many locations.
- Look forward to our Fashion Campus: a modern headquarters with inspiring workplaces that will be built in the coming years.
Benefits
Health, fitness & fun
Topics you will work on
Job locations
About your employer
As a successful young fashion company, NEW YORKER is represented in over 40 countries with 1,000 stores and is continually growing. With a team of around 18,000 employees, we work at the forefront of the industry and value a friendly working environment.
- Established Company
- Onsite, Hybrid
- Consumer Goods, Branded Goods · Trade
Employer reviews
- Working conditions
- 4.4
- Career growth
- 2.6
- Team culture
- 3.7
- Engineering
- 3.1
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