Title:  IT Service Management

At Chain IQ, your ideas move fast.

Chain IQ is a global AI-driven Procurement Service Partner, headquartered in Baar, Switzerland, with operations across main centers and 16 offices worldwide. We provide tailored, end-to-end procurement solutions that enable transformation, drive scalability, and deliver substantial reductions in our clients' indirect spend. Our culture is built on innovation, entrepreneurship, ownership, and impact. Here, your voice matters - bold thinking is encouraged, and action follows ambition.

We are seeking a dynamic IT Service Management professional who thrives in a multifaceted role supporting the transition and ongoing operations of our AI-driven digital procurement platform. This role is ideal for a hands-on professional who combines strong IT Service Management expertise with application support, automation, low-code development, and operational excellence.

The successful candidate will be responsible for managing incidents, service requests, platform operations, and service improvements while driving automation initiatives that reduce ticket volumes, improve user experience, and increase operational efficiency. We are looking for a self-starter who takes ownership, proactively identifies opportunities for improvement, and collaborates effectively across business and technology teams.

Key responsibilities:

• Develop a strong understanding of Chain IQ’s digital platforms, business processes, integrations, and service offerings supporting Source-to-Pay (S2P) operations.
• Manage and coordinate end-to-end IT Service Management activities, including Incident Management, Problem Management, Service Request Fulfilment, Knowledge Management, and Service Level Management.
• Provide Level 3 application support by diagnosing, troubleshooting, and resolving complex business application issues while ensuring SLA compliance and customer satisfaction.
• Analyse incident and service request trends, identify recurring issues, and drive permanent resolutions through root cause analysis and problem management practices.
• Design, develop, and maintain low-code/no-code solutions, workflows, automations, and self-service capabilities.
• Support AI Ops and intelligent automation initiatives by leveraging analytics, predictive insights, workflow automation, virtual agents, and AI-powered operational capabilities to reduce manual effort and improve service quality.
• Lead initiatives to reduce ticket volumes through automation, process optimization, knowledge management, self-healing capabilities, and proactive monitoring.
• Collaborate with business stakeholders and technical teams to identify improvement opportunities and translate operational challenges into scalable technology solutions.
• Monitor platform health, integration performance, system alerts, and operational metrics to proactively identify risks and service degradation.
• Create and maintain technical documentation, operational runbooks, knowledge articles, support procedures, and service management artifacts.
• Demonstrate ownership and accountability by independently driving operational improvements, solving problems proactively, and delivering measurable business outcomes.

Requirements

• Bachelor’s degree or equivalent in Information Technology, Business Information Systems, Computer Science, or a related field.
• Minimum 6 years of experience in IT Service Management, Application Support, Service Operations, or Service Delivery functions.
• Strong understanding of ITIL processes, including Incident Management, Problem Management, Change Management, Release Management, and Service Request Management.
• Knowledge of AI Ops, event monitoring, predictive analytics, and automation frameworks.
• Experience working with low-code/no-code platforms.
• Knowledge of service management platforms and experience managing service tickets, SLAs, and operational processes.
• Strong troubleshooting and analytical skills across applications, integrations, APIs, and data flows.
• Experience with REST APIs, JSON, web services, and system integrations.
• Working knowledge of SQL and data analysis techniques for investigation and reporting.
• Self-starter with a strong sense of ownership and accountability.
• Ability to independently manage priorities and drive initiatives with minimal supervision.
• Strong stakeholder management, communication, and collaboration skills.
• Excellent problem-solving and critical thinking abilities.
• Experience supporting AI-enabled digital platforms and automation-led service organizations.
• Understanding of Service Integration and Management (SIAM), Agile delivery methodologies, and continuous improvement practices.
• Strong analytical, problem-solving, and customer-service orientation.
• Excellent English communication skills, both written and verbal.
• ITIL Foundation Certification (mandatory).

Join a truly global team.

We offer a dynamic and international environment where high performance meets real purpose. We're proud to be Great Place to Work-certified and even prouder of the people who make that possible. Let’s shape the future of procurement - together.

Chain IQ – Create. Lead. Make an impact.

Information for agencies: Applications sent or uploaded by placement agencies or similar are not desired, will therefore not be considered and will be deleted.