Job Summary

Werfen has recently set up a Service Management Office. As a trainee you will have the opportunity to gain hands-on experience in IT Service Management as Werfen has implemented an enterprise-wide IT Service Management framework. With this, processes like Incident, Service Request, Change and Problem Management have been introduced following industry best practices (ITIL), policies and procedures. Now the team has started to work on the next phases of the ServiceNow roadmap.

Key Accountabilities

As a trainee you can join this exciting journey by supporting the team by:

•Support the configuration and continuous improvement of ServiceNow Performance Analytics, e.g., assisting in designing and maintaining KPIs, indicators, breakdowns, and dashboards

•Collaborate with stakeholders to gather and document reporting requirements

•Ensure data quality and consistency across dashboards and reports

•Help analyze trends and provide insights to support decision-making

•Assist in troubleshooting and resolving issues related to Performance Analytics

•Support data collection jobs and indicator configuration

•Contribute to documentation and knowledge sharing

Networking/Key relationships

- Leadership team of General Technologies and Services
- Diverse stakeholders from IT team
- End users

Minimum Knowledge & Experience required for the position:

- Student in the area of Information Technology, Economics, ADE or similar
- Good understanding of data analysis, reporting, and Performance Analytics concepts, including KPIs, dashboards, and data visualization
- Interest in working with analytics-driven solutions
- Previous knowledge or experience with ServiceNow is desirable





Skills & Capabilities:

- Ability to work independently and take decisions in alignment with project team
- Good communication and organizational skills
- Being analytical, organized and collaborative
- Fluent English is mandatory

Travel requirements:

No

Individual Contributor Core Competencies:

Managing Work

Effectively managing one’s time and resources to ensure that work is completed efficiently.

Emotional Intelligence Essentials

Establishing and sustaining trusting relationships by accurately perceiving and interpreting own and others’ emotions and behavior; leveraging insights to effectively manage own responses so that one’s behavior matches one’s values and delivers intended results.

Building Partnerships

Developing and leveraging relationships within and across work groups, including cross-functional groups, to achieve results.

Decision Making

Identifying and understanding problems and opportunities by gathering, analyzing, and interpreting quantitative and qualitative information; choosing the best course of action by establishing clear decision criteria, generating and evaluating alternatives, and making timely decisions; taking action that is consistent with available facts and constraints and optimizes probable consequences.

Continuous Improvement

Originating action to improve existing conditions and processes; identifying improvement opportunities, generating ideas and implementing solutions.

Continuous Learning

Actively identifying new areas for learning; regularly creating and taking advantage of learning opportunities; using newly gained knowledge and skill on the job and learning through their application.

📌 Trainee for IT Service Management – focus Performance Analytics (España)
🏢 Werfen
📍 España