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IT Service Management
4 weeks ago
**Key Responsibilities**
- System Configuration and Management: Setting up, configuring, and managing ITSM tools and platforms, which may include service desk software, asset management systems, and other ITIL V4-aligned tools.
- Process Implementation: Implementing and maintaining ITSM processes such as incident management, problem management, change management, and service request fulfilment, ensuring they are aligned with ITIL V4 v4 or other service management best practices.
- User Support and Training: Providing support to end-users of the ITSM system, addressing technical issues, and offering training and guidance to ensure efficient use of the system.
- Performance Monitoring and Reporting: Monitoring the performance of IT services, generating reports, and providing insights into service efficiency, incident trends, and compliance with service level agreements (SLAs).
- Continuous Improvement: Continuously evaluating and improving ITSM processes and tools, ensuring they evolve with changing business needs and technological advancements.
- Integration with Other Systems: Integrating the ITSM system with other IT systems and software in use within MCY, such as CRM systems, ERP systems, and monitoring tools.
- Data Management and Security: Managing data within the ITSM system, ensuring accuracy, and maintaining data security and privacy in compliance with organizational policies and regulations.
- Change Management: Assisting in managing and coordinating changes in IT services, including logging, tracking, and ensuring mínimal disruption to services.
**Required Skills and Qualifications**
- Knowledge of ITIL V4 Frameworks: Understanding of ITIL V4 processes and best practices in IT service management.
- Analytical and Problem-Solving Skills: Ability to analyse data, identify issues, and develop effective solutions to improve service delivery.
- Communication Skills: Strong communication skills to effectively interact with various stakeholders, including IT teams, management, and end-users.
- Project Management: Skills in managing projects, including implementing new processes or systems within an ITSM context.
- Change Management: Ability to manage and adapt to change, particularly in evolving IT environments and when implementing new ITSM processes or tools.
- Customer Service Orientation: A focus on delivering high-quality service to end-users and a commitment to resolving their issues efficiently.
- Attention to Detail: Precision and attention to detail in managing ITSM systems and processes.
- Team Collaboration: Ability to work collaboratively with various IT teams and stakeholders.
- Documentation Skills: Proficiency in documenting processes, configurations, and procedures for the ITSM system.
