Service Desk Subject Matter Expert IAM (m/f/d)

Your Key Responsibilities:

Operational Excellence & Provider Steering

• Steer and manage Service Desk providers from a functional and operational perspective

• Manage and coordinate escalations across Service Desk providers and internal stakeholders

• Act as Subject Matter Expert during Major Incidents, ensuring effective technical analysis, impact assessment and cross-team coordination

• Support Service Desk providers in root cause analysis and sustainable issue resolution

• Collaborate with Complaint Stewards to drive timely and effective resolution of service complaints

Knowledge & Quality Management

• Establish and continuously enhance knowledge management practices across the Service Desk

• Ensure high-quality documentation and effective knowledge transfer

• Drive consistent service quality through structured governance and quality assurance measures

Continuous Improvement & Reporting

• Identify and implement improvements to global Service Desk processes and service delivery models

• Drive standardization and efficiency in a global ITSM environment

• Prepare ad-hoc analyses and reports to support operational and management decisions

Service Integration & Transition

• Drive the successful integration of new and modified products and services into global Service Desk delivery

• Ensure structured decommissioning of retired services from Service Desk operations

• Contribute to global IT initiatives and lead IAM-related sub-projects

Qualifications:

Professional Experience

• University degree in (Business) Informatics, Business Administration with IT focus, or comparable qualification

• Minimum of 7 years of experience in a global IT Service Desk or ITSM environment

• At least 5 years of hands-on experience in Identity and/or Access Management

Technical & Functional Expertise

• Strong knowledge of ITSM frameworks (ITIL v4 or higher) and ServiceNow

• Solid understanding of Identity Management concepts, principles, tools and governance

• Advanced knowledge of Access Management concepts, processes, and platforms (e.g., One Identity Manager)

• Solid understanding of complex enterprise application landscapes, including system architectures, cross-system dependencies and interactions between applications

• Ability to interpret and analyze complex data structures and database content to understand processes, identify root causes and resolve IAM-related issues (incl. basic querying, e.g., SQL)

• Basic knowledge of SAP (foundation level, e.g., SAP authorization concepts or HR data structures, SAP for Me)

• Basic understanding of HR master data and processes, including employee lifecycle events (e.g., onboarding, offboarding, transfers, leave of absence)

Personal Competencies

• Strong analytical and problem-solving skills with a structured working approach

• Proven ability to operate independently in a dynamic and global environment

• Excellent stakeholder management and communication skills, including the ability to assert positions and drive decisions in a multi-stakeholder environment

• High level of ownership, reliability and adherence to timelines

• Strong organizational and prioritization skills

• Resilience and ability to perform under pressure

• Agile mindset and experience working in agile delivery models

• Excellent communication skills in English, spoken and written