The time to change is now!   It is time to build a sustainable future and define how we evolve through technology with purpose.   At Lisbon Tech Hub we create value in the business digital transition, from Portugal to the world, and IT solutions with purpose. Our team has more than 1300 experts working in areas such as Analytics & Business Intelligence, Application Lifecycle Management, Cybersecurity, IT Infrastructure Management, IT Project & Service Management and IT Strategy & User Experience.  Lisbon Tech Hub innovates, designs, transforms the information technology solutions and services for Siemens through our delivery units.   Transforming our future starts with every day!    Lisbon Tech Hub is the home of the new technologists - Dream Builders, Impact Creators & Future Makers.   Are you one of them? Join us!  Key areas of responsibility are the below ones: Service Integration. Lead the integration of new services/applications/providers in the ServiceNow Incident Management module (Demand Management) ServiceNow Development. Transformation of the ServiceNow Incident Management module to support the needs of the business. (Story Management, Agile Development) Performance Management. Monitor and improve the overall Incident Management Performance in a multi-provider environment What are my responsibilities in any of the key areas? Service Integration Act as a Demand Manager for new internal customer requests (Integration of new services, New Incident Management module requirements, etc.) Screen the customer requests to identify and design the most suitable solution Coordinate the integration of the new service/solution in the ServiceNow Incident Management module and support framework (Including Integrated Service Desk Enablement) Coordinate providers activities to ensure the expected customer outcomes within the defined timelines (ServiceNow configuration / new ServiceNow features / Service Desk integration) Assess User Experience aspects of any new or transformed service to always ensure adherence with the final goal of user satisfaction Ensure application and re-usage of existing concepts and framework capabilities Manage and/or perform configuration changes for FITS integrated services (groups, service offerings, scope definitions etc.) Manage service bundles end-to-end ensuring simplicity towards end users Support solution of incidents and problems related to service integration aspects Provide functional advice and training to operational staff (e.g. SD staff) or semi-professional colleagues. ServiceNow Development Act as the product owner for the Incident Management module and Agile development Coordinate service development and implementation as Incident Management Product Owner Manage Development stories end-to-end (Define and create stories based on identified improvement areas or customer request, support DevOps for requirement clarification, test solution before release) Support defect analysis impacting the Incident Management Module Ensure that DevOps provider activities are aligned with the expected outputs within the agreed timelines Act in full coordination with the Product Owners for other modules/processes to allow cross-module alignment, maximize benefits and build standard, comprehensive and re-usable solutions Performance Management Monitor the overall Incident Management Process performance Identify proactively critical areas impacting the correct process execution and the user satisfaction Have an analytical mindset to consider the different aspects of the Incident Management process delivered worldwide to all Siemens Users, composed by multiple services, and executed by multiple providers Involve and coordinate providers responsible for Incident Management Operations We are looking for: Bachelor's degree in Computer Science, Engineering or equivalent experience. At least 3 to 4 years of proven working experience as a Service manager in the information technology sector At least 3 to 4 years of proven and direct working experience within the Incident Management Process Consolidated and proven expertise on Service Desk practices and L1/L2 IT support Advance Knowledge on additional ITSM processes (Major Incident Management, Knowledge Management, Problem Management, Change Management, Service Request Management) Advance Knowledge on main ITSM modules of Service Now tool Expertise on Service Orchestration in a multi-provider environment Knowledge on Agile Development Knowledge in Service Transition What makes us proud as an employer: The Biggest of Tech Portugal -Technology Production Category (Awarded by Exame Informática and Visão Magazines) Top Companies to work in Portugal (Awarded by LinkedIn) Healthy Workplaces Award - 3rd large corporations (Awarded by Portuguese Psychologists’ Association) Most ESG responsible company in Tech/Industrial Sector (Awarded by Merco Corporate Reputation Monitor) 2nd Best Engineering Company (Awarded by Teamlyzer, biggest portuguese tech community platform) We are thrilled to have: A hybrid working model with a flexible working hours policy in order to promote work life balance. A budget for setting up a home office, health insurance, possibility to have a sabbatical leave or non-paid time off and a financial support program for your studies. You also have a medical center on the premises, sports groups, 2 days volunteering, access to e-learning platforms (Learnlight, Linkedin Learning and more) and discounts with partners. To all these benefits we add the possibility to work in a fresh, relaxed, and always motivated environment #Siemens #LXTechHub #ITMakesUsMove  Siemens is committed to creating a diverse environment and is glad to be an equal opportunity employer. We strongly encourage applications from a diverse talent pool! Organization: Information Technology Company: Siemens S.A. Experience Level: Mid-level Professional Full / Part time: Full-time