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Purpose & Overall Relevance for the Organization:
The role of the Senior Technology Consultant ServiceNow is responsible for planning, implementing, and configuring ServiceNow solutions to meet business needs. The consultant supports employees by enabling efficient use of ServiceNow applications and provides expert guidance on platform capabilities. This role analyzes adidas' business processes and IT systems to design and tailor ServiceNow-based solutions that drive automation, self-service, and operational efficiency.
Specialist advice
Actively maintains deep knowledge in ServiceNow IT Operations Management (ITOM) with strong focus on AIOps, Event Management, Service Mapping and Site Reliability Engineering (SRE) practices.
Provides detailed and specific advice on ITOM, IT Service Management (ITSM), and other ServiceNow modules (e.g., App Engine, Retail Service Management) to support the organization’s planning and operations.
Recognizes and identifies the boundaries of their own specialist knowledge while continuously expanding expertise in adjacent ServiceNow solutions.
Collaborates with other ServiceNow and IT specialists to ensure advice is aligned with organizational needs and industry best practices.
Business analysis
Investigates operational requirements, problems, and opportunities, with a focus on ITOM and ITSM processes such as incident reduction, service availability, event correlation, root cause analysis, and automation through AIOps.
Assists in the analysis of stakeholder objectives and technical requirements, especially around system reliability, observability, and proactive monitoring.
Works with stakeholders to identify benefits and available options for ITOM, ITSM, and other ServiceNow modules, including App Engine and Retail Service Management, and supports the definition of acceptance tests.
Requirements definition and management
Defines and manages scoping, requirements, and prioritization activities for ITOM, ITSM, App Engine and other modules of medium size and complexity.
Facilitates input from stakeholders, provides constructive challenge, and ensures effective prioritization of ITOM, ITSM, SRE, and automation-related requirements.
Establishes requirements baselines, ensures traceability, and manages change requests in line with change management policy.
Porting/software configuration
Configures ServiceNow ITOM and AIOps modules, including event management, service mapping and other
Configures and optimizes ITSM modules (e.g., Incident, Problem, Change, Request, CMDB) to improve service reliability and efficiency.
Assists in configuring additional modules (e.g., App Engine, Retail Service Management) when relevant to business needs.
Application support
Provides expert support for ITOM, ITSM, and AIOps modules, ensuring proactive monitoring, incident reduction, and stability of IT services.
Uses application management and observability tools to collect performance, reliability, and service health metrics.
Conducts application maintenance tasks to ensure high service availability and operational excellence.
Key Relationships:
Global IT
Respective business functions (GOPS, Finance, HR, Brand Marketing, Wholesale/Retail)
IT Operations & Service Management teams (including SRE and observability functions)
Enterprise Architecture and Platform Engineering
HR Management
Controlling
Requisite Education and Experience / Minimum Qualifications:
Four-year college or university degree with focus on Business Administration, Computer Science, IT, or related areas, or equivalent combination of education and experience.
Proficient spoken and written command of English.
At least 7 years of experience in IT.
5 years of experience in ServiceNow platforms, with proven expertise in ITOM (AIOps, Discovery, Service Mapping, Event Management) and ITSM modules.
Experience with additional ServiceNow modules such as App Engine and Retail Service Management is a strong plus.
2 years of experience in team management.
Strong understanding & knowledge of regional and global market landscape and the respective customer needs.
Managed critical elements of cross-functional and regional projects.