ANALYST IT SERVICE MANAGEMENT

Cargolux Airlines International SA; Konz; Vor Ort; EUR 50.000 - 70.000; Vollzeit

Zusammenfassung

An international logistics company in Rheinland-Pfalz is seeking a Service Management Analyst to enhance IT service delivery processes. Responsibilities include designing service management workflows and collaborating with IT and business teams. The ideal candidate will have a technical diploma in IT and proven experience with tools like ServiceNow or Jira. Fluency in English is required, and candidates are encouraged to demonstrate customer focus and problem-solving skills. This full-time position is based in Luxembourg, with opportunities for growth and training.

Qualifikationen

• Proven experience in service management, ITIL certification is a plus.
• Deep knowledge and experience in development and modification of IT service management tools.
• Ability to work in a team in a multicultural environment.

Aufgaben

• Design and document IT service management workflows.
• Collaborate with stakeholders to gather requirements.
• Evaluate existing service management processes for improvement.

Kenntnisse

Service management processes

Communication skills

Analytical skills

Customer focus

Problem resolution

Fluency in English

Ausbildung

Technical diploma in IT

University degree in IT

Tools

ServiceNow

Remedy

Jira Service Management

Jobbeschreibung

Task Responsibilities :

As a Service Management Analyst, you will play a pivotal role in ensuring the efficiency, effectiveness, and quality of our service delivery processes (mainly using CDSM framework). You will be responsible for analyzing, designing, implementing, and maintaining service management processes and systems to support our organization's objectives. This role requires a blend of technical expertise, analytical skills, and strong communication abilities to collaborate with various teams and stakeholders.

The major responsibilities include but are not limited to :

• Design and document IT service management workflows, procedures, and policies to enhance service delivery efficiency.
• Collaborate with IT and business stakeholders to gather requirements, follow regulation evolutions and define new service management processes.
• Evaluate existing service management processes to identify areas for improvement and automation.
• Provide ongoing administration, maintenance, and support for service management tools in use (ServiceNow, Remedy Jira Service Management).
• Implement and configure service management software solutions according to business requirements.
• Analyze service performance data to identify trends, areas for improvement, and opportunities for optimization.
• Participate in IT related projects under the supervision of the manager or project manager.

Essential Requirements For The Position :

• Technical diploma in IT; University degree in the IT field would be considered an advantage.
• Proven experience in service management, ITIL certification is considered an advantage.
• Deep knowledge and experience in development and modification of IT service management tools such as ServiceNow, Remedy, or Jira Service Management.
• Experienced understanding of service management principles, processes, and best practices.
• Customer focus and passion for excellence.
• Excellent communication skills with the ability to collaborate effectively with cross-functional teams and stakeholders.
• Ability to work in a team in a multicultural environment.
• Willingness to attend regular trainings and stay up-to-date on new technologies.
• Problem resolution capabilities and open-mindedness toward creative solutions.
• Fluency in English (spoken & written) is mandatory, additional spoken languages are considered an added value.

Working Conditions :

• A Certificate of good conduct (Casier judiciaire, Polizeiliches Führungszeugnis) will be required in case of positive selection.
• Full-time position based in Luxembourg.
• Category of the position might change depending of the experience & knowledge of the position holder.