Service Management Analyst Job Description
Job Summary: We are seeking a skilled Service Management professional to join our organization.
Main Responsibilities:
* Design and Documentation: Design, document, and implement IT service management workflows, procedures, and policies to enhance service delivery efficiency.
* Collaboration and Communication: Collaborate with IT and business stakeholders to gather requirements, follow regulatory changes, and define new service management processes.
* Process Evaluation and Improvement: Evaluate existing service management processes to identify areas for improvement and automation opportunities.
* Tool Support: Provide ongoing administration, maintenance, and support for service management tools in use (ServiceNow, Remedy Jira Service Management).
* Software Implementation: Implement and configure service management software solutions according to business needs.
* Performance Analysis: Analyze service performance data to identify trends, areas for improvement, and optimization opportunities.
Requirements and Qualifications:
* Education: Technical diploma or university degree in the IT field.
* ITIL Certification: Proven experience in service management; ITIL certification is an asset.
* Service Management Tools: Deep knowledge and experience in developing and modifying IT service management tools such as ServiceNow, Remedy, or Jira Service Management.
* Customer Focus: Customer focus and passion for excellence.
* Communication Skills: Excellent communication skills with the ability to collaborate effectively with cross-functional teams and stakeholders.
* Teamwork: Ability to work in a team in a multicultural environment.
* Continuous Learning: Willingness to attend regular trainings and stay up-to-date on new technologies.
* Problem Resolution: Problem resolution capabilities and open-mindedness toward creative solutions.
* Languages: Fluency in English (spoken & written) is mandatory; additional spoken languages are considered an added value.
About This Role:
This is a great opportunity to join our organization and contribute your skills and expertise to our service management team. If you are a motivated and results-driven individual with a passion for service management, we encourage you to apply.