Senior IT Process Manager (IT Configuration/CMDB) | f/m/d

About Us ERGO Technology & Services S.A. (ET&S S.A.) was established in January 2021 following the integration of ERGO Digital IT and Atena into one entity, leveraging both companies’ strengths and best practices. As a part of ERGO Technology & Services Management AG, the technology holding of ERGO Group AG, we support millions of internal and external customers with state-of-the-art IT solutions to everyday problems. In October 2022, ET&S S.A. expanded its scope of operations by creating a Business Services unit to contribute in a new way to the growth of ERGO’s business. Acting as a co-partner and internal consultant, it adds non-IT value and supports the development of the entire ERGO Group, currently offering skills in reporting, analysis, actuarial, and input management. We are committed to fostering innovation and meeting the evolving needs of our clients worldwide. Discover how we implement AI, IoT, Voice Recognition, Big Data science, advanced mobile solutions, and business-related services to anticipate and address our customers’ future needs. About the role The Senior IT Process Manager for IT Configuration/CMDB is responsible for designing, implementing, and continuously improving the IT Configuration Management Database (CMDB) across the organization. This role ensures that accurate, complete, and reliable configuration data is available to support IT Service Management processes such as Incident, Problem, Change and Release Management. The Senior IT Process Manager works with the Common Service Data Model (CSDM), collaborating closely with technical and business stakeholders to ensure the CMDB retains its integrity for operational processes as well as strategic decision making. How you will get the job done • managing and maintaining the IT Configuration Management Database (CMDB) pertaining to the Common Service Data Model (CSDM) • being responsible for Platform Configuration – customize forms, fields, workflows, UI policies, to meet Business requirements • developing and scripting – utilize JavaScript, Glidescript, and ServiceNow APIs to build custom applications and solutions • building and maintaining integrations with third-party systems, using SOAP/REST APIs and integration hub • documenting code, application functionality, and creating technical designs from functional requirements • creating dashboards for reporting and monitoring of ITSM process specific requirements • collaborating with Infrastructure, Application, Network, Security, and Service Management teams to integrate data sources and ensure CMDB completeness and accuracy • defining and monitoring KPIs and metrics for CMDB and Configuration Management performance, driving corrective actions and improvement initiatives • leading or participating in CMDB‑related projects (tool implementation, integrations, data migrations, discovery tools, automation) • conducting regular CMDB quality checks, audits, and reconciliation activities; manage data cleansing and normalization • providing guidance, training, and communication to stakeholders on Configuration Management policies, roles, and responsibilities • acting as a primary point of contact and advisor for all topics related to Configuration Management and CMDB for both IT and business stakeholders Skills and experience you will need • fluency in English • 5+ years’ experience in IT Service Management with a strong focus on Configuration Management and CMDB • deep knowledge of ITIL and proven experience implementing ITSM processes • hands‑on experience with CMDB/ITSM tools (e.g., ServiceNow, BMC Remedy or similar), including data modelling and integrations • strong understanding of IT infrastructure and application architectures (servers, networks, cloud, middleware, applications, services) • experience with data quality management, discovery tools, and automation related to CMDB population and maintenance • strong analytical skills and attention to detail, with the ability to interpret complex configuration data and translate it into actionable insights • excellent communication and stakeholder management skills; able to work with technical teams and business partners at different levels • ability to define governance, standards, and best practices, and drive their adoption across the organization • experience working with JavaScript, SOAP, XML etc. • proficiency in modules such as IT Service Management (ITSM), IT Operations Management (ITOM) • experience with Flow Designer and update sets Nice to have • professional qualifications which would be a bonus (ServiceNow Certified System Administrator (CSA), Application Developer, Certified ServiceNow Implementor (discovery, service mapping) Perks & Benefits Let's be healthy Medical package, sports card, and numerous sports sections – these are some of the benefits that help our employees stay in good shape. Let's be balanced Work-life balance is a key aspect of a healthy workplace. We offer our employees flexible working hours, a confidential employee assistant program, as well as the possibility of remote working. However, staying at home with our in-office gaming room and dog-friendly office in Warsaw won’t be easy. Let's be smart We organize numerous workshops and training courses. Thanks to hackathons and meetups, our specialists share their expertise with others. Additionally, we have a wide range of digital learning platforms and language courses. Let's be responsible Each year, we participate in several CSR activities, during which, together with our colleagues, we do our best to create a better future. Let's be fun Company-wide bike races and soccer matches, film marathons in our cinema room or other engaging team-building activities – we got it covered! Let's be diverse Every team member is valued, regardless of gender, nationality, religious beliefs, disability, age, and sexual orientation or identity. Your qualifications, experience, and mindset are our greatest benefit!