**Introduction** In this role, you’ll work in one of our IBM Consulting Client Innovation Centers (Delivery Centers), where we deliver deep technical and industry expertise to a wide range of public and private sector clients the around world. Our delivery centers offer our clients locally based skills and technical expertise to drive innovation and adoption of new technology.

A career in IBM Consulting embraces long-term relationships and close collaboration with clients across the globe.

You’ll work with visionaries across multiple industries to improve the hybrid and AI journey for the most innovative and valuable companies in the world. Your ability to accelerate impact and make meaningful change for your clients is enabled by our strategic partner ecosystem and our robust technology platforms across the IBM portfolio; including IBM Software and Red Hat.

Curiosity and a constant quest for knowledge serve as the foundation to success in IBM Consulting. In your role, you’ll be encouraged to challenge the norm, investigate ideas outside of your role, and come up with creative solutions resulting in ground breaking impact for a wide network of clients. Our culture of evolution and empathy centers on long-term career growth and development opportunities in an environment that embraces your unique skills and experience. **Your role and responsibilities** As an ITSM Process SME in the Business Domain ITSM team, you will be responsible for defining, standardizing, and continuously improving ITSM processes to enable Field Service and Service Desk teams to operate with maximum efficiency. You will ensure processes are aligned with ITIL standards, support automation initiatives, and deliver measurable value by addressing high-impact service categories. * Work with ITSM SMEs, service delivery teams, and process owners to document, refine, and govern ITSM processes across incident, request, problem, and change management, while ensuring process adoption and compliance. * Define and maintain ITSM process documentation, policies, and procedures. * Map end-to-end ITSM workflows to identify inefficiencies and standardize practices. * Collaborate with automation teams to embed automation and AI into ITSM processes. * Support process governance, ensuring compliance with ITIL and internal quality standards. * Facilitate training and knowledge sharing to ensure process adherence across teams. * Monitor process performance metrics and recommend continuous improvement actions. * Ensure processes remain aligned to business needs and evolving ITSM tool capabilities. What we offer: * Individual career path * Access to countless trainings and certification offerings * A knowledge sharing culture * An environment where you are actively contributing your ideas * The possibility to work in projects in one of the largest IT companies **Required technical and professional expertise** * Strong knowledge of ITIL process design, governance, and continuous improvement. * Experience as a process owner or designer within an ITSM environment. * Ability to map, document, and optimize IT service workflows. * Skilled in facilitating workshops and process design sessions with diverse stakeholders. * Excellent written and verbal communication skills. * Experience aligning ITSM processes with automation and AI initiatives. * AI expertise applied to ITSM processes. * Fluency in English and German. * Swiss/EU passport or valid Swiss permit required. **Preferred technical and professional experience** * ITIL Practitioner or Intermediate certification. * Familiarity with ITSM platform process configuration (e.g., ServiceNow workflows). * Background in service quality management or operational excellence. IBM is committed to creating a diverse environment and is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.