Senior Consultant AI Service Management (all genders)

About Us

We are among the top addresses in the IT world, focusing on optimizing our clients' core business processes. Through the smart use of tailor-made IT solutions, we help our clients get the most out of their business and current technologies. But we achieve our success through only one thing: the people at adesso! They bring ideas, technical know-how, and technologies together. Together, we program (your) future at adesso.

YOUR ROLE

• Positioning & Co-creation: You help our clients make their service organizations fit for the use of AI-based functions.
• Use-Case Identification & Roadmap: You analyze pain points in ITSM/ESM processes, identify AI use cases with real business value, and develop a robust implementation roadmap with the client.
• Data Structure & Target Images: You evaluate existing databases (ticket, knowledge, and master data), define requirements for data quality and structure for AI use cases, and contribute to target images for data models in the service context.
• Process & Workflow Design: You design service processes and interactions, from self-service to routing to knowledge suggestion logic, so that AI functions have an impact in everyday life.
• Platform Translation: You work closely with teams for ServiceNow, Jira, and other platforms, translating functional requirements into concrete, actionable solutions.
• Governance & Quality: You establish structures for the secure and effective use of AI, including policies, roles, human-in-the-loop, and KPIs.
• Enablement & Adoption: You ensure that new solutions are actually used through enablement measures, change support, and clear communication.

YOUR PROFILE

• Experience: You have at least five years of practical experience in IT/Enterprise Service Management, process consulting in the IT/Shared Service environment, or ITSM suite consulting.
• System Understanding: You know how service processes, data, and tools interact and recognize where AI can be applied meaningfully.
• Communication: You communicate confidently with business departments, IT, and management at eye level and prepare decisions in a structured manner.
• Platform Know-how: You have initial experience with ITSM/ESM platforms such as ServiceNow, Matrix, or Jira Service Management from consulting or client projects.
• Methodology: Ideally, you already have experience in use-case or value design workshops and initial contact with data analysis or machine learning.
• AI Competence: You have practical experience in implementing AI and automation use cases in the service environment, for example, with routing, classification, or chatbot solutions.
• Language Skills: Your very good German and good English skills enable you to communicate effectively.

Our Promise

You will feel comfortable with us! Collegial, familiar, and at eye level – we live exchange, team spirit, and respectful interaction with each other. Diversity and different perspectives are valued just as much as you as a person. That and much more stands for our very special sense of togetherness. For which there is even a word: adessi.

Our culture and collaboration are characterized by mutual appreciation, recognition, and support. This connects us across hierarchies – including in the home office. Thus, we have once again achieved 1st place in the competition "Germany's Best Employers in the ITK"!. Our extensive training offerings and a transparent career level model for everyone ensure that your development does not stand still with us. Because growing together and being an enabler is programmed into our DNA.