**Introduction** 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 Subject Matter Expert (SME) in the Business Domain ITSM team, you will be responsible for designing, optimizing, and scaling IT Service Management solutions that improve Field Service and Service Desk efficiency. You will leverage automation and process improvement to reduce ticket resolution times, enhance user satisfaction, and deliver measurable operational value. * Collaborate with service desk and field service teams to analyze incident, request, and problem data. * Identify high-volume ticket categories suitable for automation or process redesign. * Design ITSM workflows, automation rules, and escalation paths to improve resolution efficiency. * Recommend and implement ITSM tool configurations aligned with ITIL best practices. * Work with automation engineers to integrate AI and RPA solutions into ITSM processes. * Monitor service metrics, identify improvement opportunities, and track the impact of implemented changes. * Provide ITSM expertise to cross-functional projects, ensuring alignment with enterprise service strategies. 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** * Proven ITSM expertise with strong knowledge of ITIL processes and best practices. * Experience with ITSM platforms (e.g., ServiceNow, BMC Helix, Cherwell). * Strong analytical skills for service performance data analysis and problem identification. * Ability to design and optimize service desk and field service processes. * Excellent communication and stakeholder engagement skills. * Experience implementing ITSM automation and AI-enabled service desk capabilities. * AI expertise applied to ITSM processes. * Business fluency in English and German (at least level C1). * Swiss/EU passport or valid permit required. **Preferred technical and professional experience** * ITIL Foundation or higher certification. * Familiarity with self-service portals and knowledge base optimization. * Experience in high-volume IT support environments. 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.