Key Skills

Job Description

Job Description In this role, you will own and continuously improve Canon's IT Service Management (ITSM) solutions, ensuring they support business needs, comply with service management standards, and deliver a high-quality user experience. Acting as Product Owner for our ITSM platform (Xurrent) and related reporting solutions, you will play a key role in shaping how IT services are delivered and supported across the organization. This is a hands-on position requiring both technical expertise and service management knowledge. You will work closely with service owners, project teams, service desk teams, and external partners to configure, improve, and support ITSM processes and tooling. Responsibilities Own & Improve ITSM Solutions Configure, maintain, and enhance Xurrent and related ITSM solutions. Design and implement workflows, services, forms, templates, automations, and integrations. Translate business requirements into practical ITSM solutions. Investigate issues, perform root cause analysis, and drive continuous improvement. Maintain documentation, knowledge articles, and operational procedures. Deliver training and support to users and stakeholders. Drive Service Management Quality Support and improve Incident, Change, Problem, Request, and Configuration Management processes. Ensure alignment with ITIL best practices and Canon's IT Service Management framework. Define and monitor quality controls, governance standards, and data accuracy. Review and support new IT projects to ensure operational readiness and supportability. Reporting & Analytics Build and maintain dashboards, reports, and data models. Monitor service performance and identify opportunities for improvement. Transform data into meaningful insights that support decision-making. Ensure reporting remains accurate, relevant, and actionable. CMDB Ownership Maintain and improve CMDB structure, governance, and data quality. Ensure accurate relationships between configuration items and services. Drive continuous improvement of configuration management practices. Qualifications Who You Are You are a hands-on ITSM professional who enjoys solving problems, improving processes, and configuring systems. You combine practical tool expertise with a strong understanding of service management principles and can work effectively with both technical and business stakeholders. You are proactive, analytical, and comfortable taking ownership of challenges, identifying solutions, and driving improvements from concept through implementation. Experience & Qualifications Must Have Minimum 5 years' experience in IT Service Management, IT Operations, or a similar environment. ITIL Foundation certification (ITIL 4 minimum). Hands-on experience configuring and administering an ITSM platform such as Xurrent, ServiceNow, Remedy, or similar. Experience creating workflows, services, forms, templates, automations, and process configurations within an ITSM tool. Experience building and maintaining reports, dashboards, and data models. Strong understanding of Incident, Change, Problem, Request, and Configuration Management processes. Bachelor's degree (HBO) in IT, Computer Science, Engineering, or a related field. Strong analytical and problem-solving skills. Fluent in English. Nice to Have Experience with Xurrent. Experience with Power BI. Experience managing or improving CMDB processes. Working knowledge of HTML, JavaScript, or related technologies. USM Foundation or ISO 20000 certification. Experience working in an international and/or outsourced IT environment. Canon Core Behaviours Drive for results Focus on the Customer Take ownership and accountability Act as a team player Shows courage and conviction People orientated Caring for self and others What We Offer In addition to a competitive salary, you will be eligible for the following benefits: Hybrid working policy Performance-based bonus 31 days annual leave Pension plan Bicycle plan Full reimbursement of public transport costs and partial car cost reimbursement Learning and development opportunities, including access to professional certifications and training An international working environment with colleagues across EMEA A visible role with ownership of Canon's core IT Service Management platform and processes The opportunity to directly influence service quality, automation, reporting, and user experience across the organization Location This position is based in Amstelveen, the Netherlands. To ensure a smooth onboarding and effective collaboration, we are currently focusing on candidates already residing within the European Union. Even if you don't meet every qualification, we still encourage you to apply. We'd love to hear from you. About Us Canon is a world-leading imaging company and a global brand - driven to enrich people’s lives and businesses with innovative products and smart digital solutions. At Canon, we’ve been inspiring people to capture and share their world for over 85 years. As a global leader in imaging and innovation, we’re driven by bold ideas, collaboration, and a commitment to making a positive impact. With a strong presence across EMEA for over 60 years, our regional HQs in London and Amstelveen support operations in 120+ markets. We’re proud of our diverse, inclusive culture and our philosophy of Kyosei – living and working together for the common good. Why join us? Canon champions hybrid working with a flexible working policy. You will be part of an energetic and innovative environment with more than 50 different nationalities! Be part of a company that values sustainability and inclusion. Lastly, you’ll find that Canon encourages continuous learning and development with a wide range of resources and support available on demand. If you’re visionary, innovative, and ready to make an impact – we’d love to hear from you. Even if you don't meet all the qualifications we still encourage you to apply. With Canon, you'll get the support and encouragement you need to grow from people who share your ambition. We'll invest in your professional development to help you learn and progress in your role with us. You'll find leaders who give you the freedom to explore new things and a team where knowledge is shared openly. At Canon we have a clear vision: to be committed to creating a more inclusive and equitable culture where employees are valued and can thrive personally and professionally. Canon also has a strong commitment to sustainability, encompassed by our Kyosei philosophy of living and working together for the common good, focused on reducing our environmental impact and creating opportunities to make positive social contribution.

Core Responsibilities

Own and improve Canon’s ITSM platform and related solutions by configuring workflows, automations, integrations, and reporting, while supporting users and maintaining operational documentation. Improve service management quality and governance across ITIL processes, oversee CMDB data and relationships, and use analytics to identify service improvements.

Requirements

Requires at least five years of experience in IT service management, IT operations, or a similar environment; ITIL Foundation certification at minimum; hands-on ITSM platform administration and configuration experience; and a bachelor’s degree in IT, computer science, engineering, or a related field. Candidates should also have experience with ITSM workflows and reporting, strong analytical and problem-solving skills, and fluency in English.

Benefits

• Hybrid Working
• Performance-Based Bonus
• 31 Days Annual Leave
• Pension Plan
• Bicycle Plan
• Full Reimbursement of Public Transport Costs
• Partial Car Cost Reimbursement
• Learning and Development Opportunities
• Professional Certifications and Training