About the project

• At Sysmex, we’re seeking an experienced, IT Change & Problem Manager who excels in ITSM and ITIL frameworks—especially Change and Problem Management. You’ll shape and optimize both processes, managing day-to-day activities and ensuring operational excellence. A strong technical background and hands‑on ServiceNow expertise are essential. Bring collaboration, and a proactive mindset.
• This role offers the opportunity to take ownership of critical ITIL processes and elevate Change and Problem Management to the next level across an international IT environment. By driving the design and maturity of these processes, you’ll help reduce operational risk, enhance service quality, and enable a more proactive, high-performing IT organization.

Your responsibilities

• Own the Change & Problem Management lifecycle (RFC → CAB/ECAB → implementation → review), ensuring ITIL-aligned, risk-mitigated, and audit-ready processes
• Run RCA sessions, manage Known Error Database (KEDB), eliminate recurring incidents, and embed workarounds
• Drive continuous process improvement through KPIs (change success, MTTR, recurring issues) and monthly stakeholder reporting
• Design process workflows and ensure integration with other ITSM processes
• Lead the implementation and configuration of Change and Problem modules in ServiceNow
• Lead CAB/ECAB meetings, define roles and approval authority, enforce clear communication strategies
• Produce and present monthly performance dashboards, trend analysis, and improvement proposals to leadership and cross-functional teams

Our requirements

• University degree or equivalent
• 3+ years’ experience in ITSM with strong focus on Change and Problem Management
• Excellent grasp of ITIL (v3/v4) frameworks and process design—certified ITIL Foundation required; advanced Problem/Change practitioner certification is a bonus
• Proven leadership in CAB facilitation, cross-functional collaboration, and vendor coordination
• Strong at RCA techniques (5 Whys, fishbone), data-driven mindset, and clear communicator across all levels
• Exceptional communicator—able to explain technical issues to stakeholders at all levels
• Fluent in English; additional language skills valued in our international context
• Previous hands-on experience using ServiceNow is highly desirable
• You are a great fit if you bring deep ITSM expertise, a structured and analytical mindset, and the ability to drive and mature Change and Problem Management processes across a complex IT landscape

Technologies we use