Service Management Professional

Service Management Specialist – SHS IT DCE

Join us in pioneering breakthroughs in healthcare. For everyone. Everywhere. Sustainably. Our inspiring and caring environment forms a global community that celebrates diversity and individuality. We encourage you to step beyond your comfort zone, offering resources and flexibility to foster your professional and personal growth, all while valuing your unique contributions.

Core Responsibilities

• Incident, Problem, Request Management
• Represent SHS IT DCE on the Incident, Problem, and Request Management Boards.
• Ensure compliance with service standards, policies, and procedural expectations.
• Monitor records for timely resolution and alignment with service protocols.
• Identify trends and systemic issues; recommend and track corrective actions.

• Knowledge Management
• Lead Knowledge Management efforts to maintain a high-quality, reusable knowledge base.
• Promote documentation standards and encourage team contributions.
• Drive knowledge reuse by reinforcing documentation best practices.

• Complaint Management
• Represent SHS IT DCE on the Complaint Management Team.
• Track and resolve user complaints in alignment with service standards.
• Identify trends and systemic issues; recommend improvements to reduce future complaints.
• Collaborate with service owners to ensure corrective actions are implemented and clearly communicated.

• Quality Management & Regulatory Compliance
• Represent SHS IT DCE on the Quality Management and Regulatory Compliance Team.
• Ensure full compliance with relevant policies and procedural expectations across all SHS IT DCE functions.

• Stakeholder Engagement & Communication
• Act as liaison between SHS IT DCE and Service Management Boards.
• Provide timely updates on service changes and planned activities.

• Continuous Improvement
• Identify opportunities to enhance service management practices.
• Collaborate cross-functionally to implement best practices and drive operational excellence.

• ServiceNow (SHARP) Administration
• Manage assignment groups, CMDB entries, service offerings, SLAs, and configuration items.
• Ensure accurate service mapping, data integrity, and alignment with operational workflows.

• Skills & Qualifications
• Deep understanding of the ITIL/ITSM framework and service lifecycle.
• Strong communication and stakeholder management skills.
• Proficiency with service management tools (e.g., ServiceNow, SharePoint).
• Analytical mindset with attention to detail.
• Adaptability in fast-paced, cross-functional environments.
• Experience with service performance metrics and KPIs.

Who We Are: We are a team of more than 73,000 highly dedicated Healthineers in more than 70 countries. As a leader in medical technology, we constantly push the boundaries to create better outcomes and experiences for patients, no matter where they live or what health issues they are facing. Our portfolio is crucial for clinical decision-making and treatment pathways.

How We Work: When you join Siemens Healthineers, you become one in a global team of scientists, clinicians, developers, researchers, professionals, and skilled specialists, who believe in each individual's potential to contribute with diverse ideas. We are from different backgrounds, cultures, religions, political and/or sexual orientations, and work together to fight the world's most threatening diseases and enable access to care, united by one purpose: to pioneer breakthroughs in healthcare. For everyone. Everywhere. Sustainably.

The annual base pay for this position is: Min $86,700 - Max $130,000. Factors which may affect starting pay within this range may include geography/market, skills, education, experience, and other qualifications of the successful candidate. If this is a commission eligible position the commission eligibility will be in accordance with the terms of the Company's plan. Commissions are based on individual performance and/or company performance. The Company offers the following benefits for this position, subject to applicable eligibility requirements: medical insurance, dental insurance, vision insurance, 401(k) retirement plan, life insurance, long-term and short-term disability insurance, paid parking/public transportation, paid time off, paid sick and safe time.

Siemens Healthineers is an Equal Opportunity and Affirmative Action Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to their race, color, creed, religion, national origin, citizenship status, ancestry, sex, age, physical or mental disability unrelated to ability, marital status, family responsibilities, pregnancy, genetic information, sexual orientation, gender expression, gender identity, transgender, sex stereotyping, order of protection status, protected veteran or military status, or an unfavorable discharge from military service, and other categories protected by federal, state or local law. Applicants and employees are protected under Federal law from discrimination. Siemens Healthineers is committed to equal employment opportunity. As part of this commitment, we will ensure that persons with disabilities are provided reasonable accommodations. If you require a reasonable accommodation in completing a job application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please fill out the accommodations form here. If you're unable to complete the form, you can reach out to our HR People Connect People Contact Center for support at peopleconnectvendorsnam.func@siemens-healthineers.com. Please note HR People Connect People Contact Center will not have visibility of your application or interview status.

California residents have the right to receive additional notices about their personal information. To learn more, click here. "A successful candidate must be able to work with controlled technology in accordance with US export control law." "It is Siemens Healthineers' policy to comply fully and completely with all United States export control laws and regulations, including those implemented by the Department of Commerce through the Export Administration Regulations (EAR), by the Department of State through the International Traffic in Arms Regulations (ITAR), and by the Treasury Department through the Office of Foreign Assets Control (OFAC) sanctions regulations."

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