Consultant, Quality and Performance - External

We are looking for a highly motivated and experienced IT Quality and Performance Management professional to join our team. In this role, you will play a key part in utilizing ServiceNow to enhance our IT service delivery, ensuring top-notch quality, performance, and customer satisfaction. Your responsibilities will include designing, implementing, and managing processes and reporting within ServiceNow to track, analyze, and enhance IT performance metrics and overall objectives within Site Support and Service Desk. You will be tasked with utilizing ServiceNow's performance analytics and reporting features to monitor key performance indicators (KPIs) related to IT service delivery, such as incident resolution times, service request fulfillment times, customer satisfaction, and availability. Your role will involve developing and presenting regular reports to stakeholders on performance trends and pinpointing areas for enhancement. Moreover, you will be responsible for establishing and upholding quality assurance processes within ServiceNow to guarantee the accuracy, completeness, and consistency of data and configurations. This will involve conducting routine audits of ServiceNow instances, ensuring process adherence, and identifying potential data quality issues. Being proactive in identifying opportunities to refine IT processes and workflows within ServiceNow will be crucial. Collaboration with IT teams to implement process changes that boost efficiency, cut costs, and enhance the user experience will be part of your duties. This could entail leveraging ServiceNow's workflow automation capabilities for streamlining operations. Creating and maintaining dashboards and reports within ServiceNow to visualize key performance indicators and offer insights into IT service performance will be essential. Presenting your findings and recommendations to stakeholders will be part of your regular activities. Active involvement in continuous improvement initiatives to elevate the quality and performance of IT services provided through ServiceNow will also be required. Staying abreast of best practices and emerging technologies related to IT service management and ServiceNow will be essential for this role. At Danfoss, we are committed to engineering solutions that promote smarter resource utilization and drive sustainable transformation. Our inclusive work environment values diversity, equality, and respect for all individuals. We prioritize improving the health, working environment, and safety of our employees. In line with our ambitious goals, we aim to become CO2 neutral by 2030, reflecting our dedication to protecting the environment.,