Service Management Specialist

Job Description

We are looking for an IT Service Management expert to play a key role in driving ITIL processes, developing reports, managing service portfolios and creating continuous improvement cycles. This position is suitable for someone with a strong analytical mind, excellent communication skills and an interest in improving the IT service experience.

Job description and responsibilities:

Directing and maintaining service management processes including incidents, problems, changes and requests
Continuous development and improvement of workflows based on ITIL and organization goals
Work closely with IT teams and business stakeholders to increase service quality and effectiveness
Preparing and presenting periodic reports and service performance dashboards to managers
Analyze key performance indicators (KPIs) to identify gaps and opportunities for improvement
Create and maintain service catalog, SLA and support levels
Supporting the life cycle of the service portfolio and aligning with business needs
Directing continuous improvement programs and managing knowledge bases
Training teams and users in the field of service management and promoting ITSM culture

Qualifying conditions:

At least 3 years of experience in IT service management
Familiarity with ITIL and COBIT frameworks
Mastery of service and knowledge management tools (such as Jira, Confluence)
Skill in data analysis and preparation of management reports
Ability to manage multiple tasks simultaneously
Excellent communication and stakeholder management skills