Enterprise Service Management Analyst

Arcwide; Milano; Ibrido; EUR 36.000 - 48.000; Tempo pieno

Vantaggi offerti da questo lavoro

Competitive salary

Private healthcare

Pension contributions

Wellness programme

Laptop and mobile phone

Hybrid working

Continuous learning

Inclusive culture

Descrizione del lavoro

Arcwide is seeking an Enterprise Service Management Analyst in Milan to join our growing ITSM/ESM practice. This full-time hybrid role reports to the Project Manager and supports project activities from analysis to post go-live.

You will work with Italian and international clients, applying ITSM/ESM knowledge, process analysis, documentation, and basic AMS tasks under senior guidance. Fluency in Italian and English is required.

Competenze

• Bachelor’s or Master’s degree in Engineering, Economics, Computer Science, Mathematics, Physics, Business Administration, or related field.
• 1–2 years of experience, or relevant internship, in consulting, business analysis, software implementation, application support, IT service management, enterprise service management, or similar areas.
• Exposure to project activities such as requirement gathering, process analysis, documentation, testing, training preparation, or user support.
• Strong interest in ITSM, ESM, digital workflows, business processes, and enterprise software solutions.
• Good analytical and communication skills; ability to work with customers and teams.
• Fluent in Italian and English, both written and spoken.

Mansioni

• Contribute to project activities across the main phases, from initial analysis and solution design support to configuration, testing, go-live preparation, and post go-live support.
• Support business process analysis and document customer requirements, process flows, and project decisions.
• Prepare and maintain project deliverables, including scoping documents, business process flows, meeting notes, status updates, user guides, training materials, and knowledge base articles.
• Assist in software configuration activities and functional specifications, system validation, and testing under senior guidance.
• Support data migration, basic data validation, and system conversion with the team.
• Provide light application management support (AMS) including ticket follow-up and knowledge base updates.
• Support customers during project and post go-live activities, providing user assistance and change management tasks.
• Monitor project activities, track actions and issues, and prepare status updates.

Conoscenze

ITSM

ESM

Process analysis

Documentation

Communication

Italian

English

Client interaction

Formazione

Bachelor/Master degree

Strumenti

ServiceNow

Jira Service Management

IFS assyst

BMC Helix

Descrizione del lavoro

At Arcwide, we are more than just a consultancy: we are a team driven by commitment, teamwork, excellence, and passion. As the largest IFS Partner globally, we deliver world-class IFS Cloudsolutions that transform businesses, and we’re on a mission to continue setting the standard for excellence. We are currently searching for motivated and dedicated individuals who are ready to take that next step of their career.

Ready to help Italian and international companies transform the way they manage services, processes, and digital operations through ITSM and ESM technology?

Join Arcwide as an Enterprise Service Management Analyst and start your journey in business transformation, digital innovation, and enterprise service management.

Location: Milan preferred. The role follows a hybrid working model, with the possibility to work remotely and the availability to work from the office or at client premises when required by project or business needs.

Role: Full-time position. You will report to the Project Manager and work under the guidance of senior team members during project and operational activities.

What you can expect from the role:

• Contribute to project activities across the main phases, from initial analysis and solution design support to configuration, testing, go-live preparation, and post go-live support.

• Support business process analysis and contribute to the documentation of customer requirements, process flows, open points, and project decisions.

• Prepare and maintain project deliverables, including scoping documents, business process flows, meeting notes, status updates, user guides, training materials, and knowledge base articles.

• Assist in software configuration activities, functional specifications, system validation, and functional testing under the guidance of senior consultants.

• Support data migration, basic data validation, and system conversion activities, working closely with functional and technical team members.

• Provide light application management support (AMS), including first analysis of user requests, ticket follow-up, issue tracking, documentation updates, and coordination with senior consultants or technical teams.

• Support customers during project and post go-live activities, contributing to user assistance, training preparation, change management tasks, and continuous improvement initiatives.

• Assist in monitoring project activities, tracking actions and issues, and preparing internal or customer-facing status updates.

What we will look for in your CV:

• Bachelor’s or Master’s degree in Engineering, Economics, Computer Science, Mathematics, Physics, Business Administration, or a related field.

• 1–2 years of experience, or relevant internship experience, in consulting, business analysis, software implementation, application support, IT service management, enterprise service management, or similar areas.

• Exposure to project activities such as requirement gathering, process analysis, documentation, testing, training preparation, or user support.

• Strong interest in ITSM, ESM, digital workflows, business processes, and enterprise software solutions.

• Good analytical skills, attention to detail, and the ability to organize information in a clear and structured way.

• Good communication skills and the ability to work effectively with customers, project teams, and internal stakeholders.

• Fluent in Italian and English, both written and spoken.

The Following Would Be Beneficial, But Not Essential::

• Basic knowledge of ITSM or ESM platforms, ticketing systems, workflow tools, or enterprise applications.

• Previous exposure to IFS assyst, ServiceNow, Jira Service Management, BMC Helix, or similar service management solutions.

• ITIL certification and/or knowledge of the ITIL framework, including service desk processes, incident management, request fulfilment, change management, or knowledge management.

• Experience in preparing client-facing documentation, user guides, training materials, meeting notes, or project status updates.

• A client-focused mindset and the ability to work in international and multicultural project teams.

• Curiosity, reliability, proactivity, and willingness to learn in a consulting and enterprise software environment.

• Knowledge of additional European languages.

Why you will enjoy working at Arcwide:

• Competitive Salary -where you are rewarded for both your individual and company performance.

• Benefits Packages -you will also have access toexcellent benefit packages including holidays, private healthcare insurance, pension contributions, wellness programmes, mobile phone and laptop, and much more!

• Hybrid working – where each team has autonomy to determine their in-person and remote working schedule.

• Continuous learning – we understand that it is imperative to invest in our people’s development and we ensure that you are always progressing in your career or learning development.

• Equal & inclusive culture – we are committed to having a diverse and inclusive workforce where each individual feels they belong and can thrive in a work environment with a strong sense of community.

About Arcwide:

As the demand for IFS Cloud consulting continues to grow worldwide, Arcwide strategically positions itself as the largest preferred IFS partner by combining the world-class business consultancy of BearingPoint with the best-in-class cloud technology and innovation of IFS, to implement digital business transformation globally, delivering more value, faster. Arcwide is an IFS Platinum Channel & Services Partner that offers a full range of services and support to their customers worldwide. Arwcide hasmore than 500+ professionals in 23 offices in 16 countries, who collectively have hundreds of years of IFS experience in delivering business and technology transformations.To learn more about our company, click here.

Equality and Inclusion:

Arcwide is an equal opportunities employer. We are committed to having a diverse and inclusive workforce where everyone feels they belong. Fostering a work environment with a strong sense of community and where everyone can thrive is a core pillar of our business. We are focused on attracting and retaining the best people with the right skills and the desire to deliver excellent results, regardless of background. In return, we will provide a working environment in which everyone feels valued and can fulfil their potential, where their talents are fully utilised and company goals are met. We celebrate the strength that comes from our similarities and our differences through local initiatives which promote inclusion, outreach, and respect.