ServiceNow Data and Analytics Lead

Fresenius is a global healthcare company headquartered in Bad Homburg v. d. Höhe, Germany. In fiscal year 2024, Fresenius generated €21.5 billion in annual revenue with around 175,000 employees (excluding Fresenius Medical Care).

Tasks

The key responsibilities of this position include

• Monitoring and reporting on the quality of GI infrastructure, service and foundation data within ServiceNow.

• Maintenance of ServiceNow Data and Process artefacts and materials - Web pages, documents and templates, Teams / SharePoint sites, etc.

• Provide Governance and Controls to ensure data management processes are adopted and adhered to in a compliant manner, supporting operations and projects.

• Responsible for leading data maintenance/data quality for GI Infrastructure and services within repositories: ServiceNow, Lean IX.

• Assess the impact of new projects and requirements on data quality and manage appropriately.

• Design and maintain dashboards, reports and analytics leveraging ServiceNow Performance analytics, CMDB data and other ITOM ITSM modules.

• Provide data analysis and trend insights to support strategic planning, enable data-driven decision-making.

• Provide leadership on data topics to the ServiceNow Platform Support Team.

• Lead data activities within the platform support team and wider business.

• Receive, manage, and direct the resolution of technical escalations.

• Ensure the Integrity of the system remains intact throughout expansion and upgrades.

• Manage Stakeholders across org units, business segments and geographies and maintain data governance across the platform.

• Manage outsourced relationships to deliver support operations and projects.

• Creation, development and qualification of use cases/user stories.

• Govern data interfaces to ensure reliability and accuracy.

• Review and approve all solutions impacting foundation data.

• Align with other architects and IT Security to ensure ServiceNow data meets all relevant compliance and security standards.

• Driving the continual service improvement of capabilities and driving adoption of CMDB & Foundation data, aligned to CSDM, across all teams.

• Data collection and analysis to support GI strategic planning, development of roadmaps and key programmes and projects.

• Collaboration in international business contexts, including virtual teams.

• Collaboration with internal and external stakeholders.

• Representation of the organisation to cross-functional stakeholders, business partners and external groups.

Qualification

a) Required education/professional experience

• ServiceNow Experience, specialising in Foundation Data and IT Operations Management (Discovery, CMDB, Service Mapping, Event Management).

• Experience with data modelling, visualisation, and creating actionable insights.

• Experience in infrastructure configuration and architecture across traditional on‑premises datacenters, cloud, network and IT security tools.

• Broad understanding of industry best practices in ITSM, Configuration management, enterprise architecture and master data management.

• Process Performance Management & Excellence, Continual Improvement and implementing effective KPIs.

• Experience and understanding of the ServiceNow CSDM Model.

• Able to analyse and transform complex business requirements into technical deliverables.

• Management of senior stakeholders.

• Delivery management through 3rd parties.

• Basic level of experience in IT Architecture within an Enterprise/multinational IT environment.

• Academic background in IT or comparable professional experience.

• Strong communication skills - ability to communicate with business leaders and technical teams.

b) Required technical competencies

Additional Skills & Experience:

• Experience working within Enterprise Architecture Frameworks.

• Experience with Architecture tools and repositories.

• Data collection, analytics and visualisation.

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