Senior Consultant AI Service Management (m/f/d)

Positioning & co-design: You help our customers make their service organizations fit for the use of AI-based functions. Use-Case-Identification & Roadmap: You are analysing Pain Points in ITSM/ESM processes, identifying KI-Use-Cases with real business value and developing a resilient implementation roadmap with the customer. Data structure & target images: You evaluate existing data bases (ticket, knowledge and master data), define data quality and structure requirements for AI-use-Case and help target images for data models in the service context. Process & Workflow Design: You design service processes and interactions, from self-service to routing to knowledge suggestion logic, so that AI functions work in everyday life. Platform translation: You work closely with teams for ServiceNow, Jira and other platforms and make concrete, implementable solutions from technical requirements. Governance & Quality: You establish structures for safe and effective AI use, including policies, roles, human-in-the-loop and KPIs. Enablement & Adoption: You will ensure that new solutions are actually used, through enablement measures, change support and clear communication.

DEIN PROFIL Experience: You have collected at least five years of experience in IT/Enterprise Service Management, process consulting in the IT/Shared Service environment or ITSM suites advice. System understanding: You know how service processes, data and tools come together and recognize where AI makes sense. Communication: You are sure to talk with disciplines, IT and management at eye level and make decisions structured. Platform know-how: You bring first experiences with ITSM/ESM platforms such as ServiceNow, Matrix or Jira Service Management, from consulting or customer projects. Methodology: Ideally, you already have experience in use case or value design workshops and first contact points with data analysis or machine learning. AI Competence: You bring practical experience in the implementation of AI- and automation-us-cases in the service environment, such as routing, classification or chatbot solutions. Language skills: Your very good knowledge of German and good English allows you to communicate safely.

Stay healthy and fit: We promote the health of our adessi with sporty grants such as discounted fitness memberships, takeover place for, for example, Badminton, Padel Tennis or Football and regular screenings. Find your work-life balance: our time-out program and flexible work models help you to optimally reconcile work and private life. Time for the family: Our goal is to unite the two worlds – family and working life. For this we support our adessi best with numerous offers, such as child holiday care, kita collaborations, parent-child offices or events where the whole family is welcome. Learning and balancing with us: With more than 400 training offers and our digital learning platform we support your continuous development. Experience real team spirit: Joint events, Welcome Days, company runs or the sponsor system strengthen our cohesion and let you be part of the team from the outset. Commitment rewarded: Your commitment pays off – with premiums for recommendations, lectures, the support of graduate work as well as attractive benefits via our Corporate Benefits portal. Be mobile and flexible: JobRad offers, grants for the German ticket and the ability to work mobile from the EU country for up to two months offer you maximum flexibility. Safe in your future: Our in-house, independent insurance consultant and broker alleato has always provided you with individual solutions for retirement or health insurance. .