The role involves supporting the operation and improvement of ITIL-based service management processes such as incident, problem, change, request, and knowledge management. Responsibilities include monitoring and tracking tickets in the ITSM tool (e.g., ServiceNow, Remedy, Jira Service Management) to ensure timely resolution and adherence to SLAs, coordinating change requests, and maintaining change calendars. The position also requires analyzing incident and service request trends to identify improvement opportunities, participating in service review meetings, documenting minutes, action items, and follow-ups, and collaborating with support teams to prepare service reports. Additionally, the role involves maintaining knowledge base articles and standard operating procedures (SOPs) and ensuring user satisfaction through feedback collection and continuous improvement initiatives.
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Basic Qualifications include a Bachelor’s degree in information technology, Business Administration, or a related field, and 0–2 years of experience in IT support, service desk, or business operations (internships and academic projects accepted). Candidates should have a basic understanding of IT service management concepts (ITIL preferred), familiarity with ticketing tools, and the ability to use Excel or reporting tools to organize and analyze data. Exposure to customer support or IT operations environments is a plus.
Other Qualifications include an ITIL Foundation Certification (preferred but not mandatory), experience with service reporting, dashboards, or data visualization tools (e.g., Power BI), and an understanding of SLAs, OLAs, and service catalogs.
At the company, the work conditions prioritize in-person collaboration while offering the flexibility to support wellbeing, productivity, individual work styles, and life circumstances. The company is committed to fostering an inclusive environment where everyone can thrive. There are no specific language requirements mentioned. Interested candidates can apply directly to the company for this job opportunity.
