Specialist Global Process Improvement & Digitalization

In the Global Process Improvement & Digitalization team, you take operational responsibility for the day-to-day running, administration, maintenance and continuous improvement of digital solutions for BioNTech Site Services (BSS). Your focus is ServiceNow. You are the central contact for operational and system-related requests from the departments, independently optimize processes, and further develop no-code/low-code applications and automated workflows (e.g. Power Apps and Power Automate).

• Independent daily support, administration and maintenance of ServiceNow for BSS and operational user support: receiving, prioritizing and handling requests and service requests in 1st/2nd level support
• Ensuring system availability together with IT: analyzing and fixing errors in your own area, coordinating further solutions and contributing to release management
• Conducting user trainings and creating and maintaining clear guides and training materials, especially for using ServiceNow
• Independent administration, maintenance and further development of existing no-code/low-code applications and automated workflows, e.g. with Power Apps and Power Automate
• Independent optimization of the supported systems and processes with a focus on ServiceNow together with IT and departments; supporting ServiceNow and other digitalization projects through requirements gathering, testing, documentation and rollout
• Database maintenance and data quality management focused on ServiceNow: entering, updating and cleansing master and transaction data, maintaining documentation and data models, and implementing and maintaining authorization concepts, user management and access control according to defined rules
• Creating regular status and KPI reports and monitoring workflows and automations, especially in ServiceNow; identifying and escalating deviations and deriving operational improvements
• Close collaboration with IT and the BSS departments and support with further operational tasks and projects in the team; coordinating more complex decisions with the manager

• Successfully completed relevant vocational training, e.g. in an IT or commercial-technical field, with several years of relevant work experience (usually more than three years), or a relevant university degree with initial practical experience, e.g. through relevant internships or working student roles
• Practical experience in supporting, administering and maintaining ServiceNow and in operational user support; confident handling of requests, service requests, user management and permissions
• Knowledge and practical experience with no-code/low-code applications and automated workflows, ideally with Power Apps and Power Automate
• Experience in data maintenance and data quality management and in structured documentation of systems, processes and workflows
• Good process understanding and an analytical, structured and solution-oriented way of working; enjoyment in narrowing down errors in practice and continuously improving existing solutions
• Independent organization and prioritization of operational tasks within defined processes, and willingness to take on both daily operations and work on digitalization projects
• Strong service orientation, teamwork and communication skills, and the ability to explain technical content clearly and train users
• Very good German and English skills, written and spoken