Information Technology Support Specialist

Almaviva Group; Ispra; Hybrid; EUR 40,000 - 52,000; Full time

Job summary

Almaviva Group is seeking an IT Service Management professional to organize and maintain IS support processes across global teams. You will coordinate L1-L3 incident resolution, adhering to ITIL practices for incidents, problems and requests, and collaborate with development teams.

You will also manage knowledge bases, prepare incident reports, and create user documentation. Strong English and Italian communication and experience with ServiceNow and collaboration platforms are essential.

Qualifications

• ITIL v4 service management practice knowledge (Incidents, Requests, Problems, Change).
• Experience with ITSM tools and incident resolution processes.
• Knowledge of Confluence, SharePoint and collaboration platforms.
• Proficiency with remote support tools to assist users.
• Experience in multi-user analytics software (STATA/Matlab/RStudio).
• Ability to participate in multilingual meetings and work in an international environment.
• ITIL 4 Foundation certification or equivalent is mandatory.

Responsibilities

• Organize, implement, and maintain IS support processes and knowledge bases.
• Coordinate L1-L3 support teams to resolve incidents promptly.
• Perform ITSM activities following ITIL practices for incidents, problems and requests.
• Coordinate with development teams and manage knowledge-sharing platforms.
• Manage user requests and provide guidance on IS usage.
• Produce incident reports, track root cause analysis and timelines.
• Create and maintain user documentation in accessible formats.
• Participate in meetings and trainings with users and development teams.
• Define, implement, and optimize support processes including triage and escalation.
• Escalate complex issues with detailed reproduction steps to higher tiers.

Skills

ITIL v4

ITIL service management

Incident management

Request fulfilment

Change management

Collaboration tools

Remote support

English and Italian communication

Multilingual meetings

Customer-focused support

Tools

ServiceNow

Confluence

SharePoint

MS Teams

RDP

TeamViewer

STATA

Matlab

RStudio

Job description

• Organize, implement, and maintain Information Systems (IS) support processes and knowledge bases to ensure efficient resolution of user issues.


• Coordinate activities of multi-level support teams (L1-L3) to ensure timely incident/request resolution.


• Perform IT Service Management (ITSM) activities, including adhering to ITIL practices for incident, problem, and request management.


• Coordination with development teams


• Coordinate knowledge-sharing platforms (wikis, intranet, collaboration tools like MS Teams, SharePoint) and ensure content accuracy.


• Management and follow-up of user requests


• Guidance regarding the use of information systems


• Manage IS incidents, produce regular incident reports, track root cause analysis and resolution timelines.


• Develop and maintain user documentation (manuals, quick guides, FAQs) in accessible formats.


• Participation in meetings/trainings with user, development teams, etc.


• Define, implement, and optimize support processes (ticket triage, escalation, major incident handling).


• Act as liaison between users and IT for feedback loops, collecting pain points and improvement opportunities.


• Escalate complex technical issues to L2/L3 support or development teams with detailed documentation and reproduction steps.


• Provide support in collaboration with the inventory team for the maintenance and registration of devices in the Unit.


• Provide support with the creation of virtual machines and storage solutions.


• Support the usage of data analysis software (e.g., STATA, Matlab, RStudio).

SPECIFIC EXPERTISE

Knowledge of IT support processes (L1/L2 support, ticket triage, escalation).

Experience with ITIL v4 service management practices (Incident, Request Fulfilment, Problem, Change).

Knowledge of collaboration platforms (Confluence, SharePoint, Teams) and experience with managing documentation/user guides.

Proficiency in using IT Service Management (ITSM) tools (e.g., ServiceNow) for incident, problem, and request management.

Knowledge of remote support tools (e.g., TeamViewer, RDP) to assist users effectively.

Understanding of security awareness (phishing, MFA, password policies).

Proven experience in managing software for statistical analysis in multi-user environments (mandatory, STATA, Matlab and Rstudio).

CERTIFICATIONS

Mandatory: ITIL 4 Foundation certification or an equivalent certification.

SKILLS:

Skill in using operating systems, remote support tools, and ticketing systems.

Ability to apply high quality standards.

Ability to work effectively in an international and multicultural environment.

Rapid self-starting capability and strong initiative.

Proven experience working collaboratively within teams.

Ability to participate in multilingual meetings.

Ability to understand, speak and write English, and Italian as an additional asset.

Excellent interpersonal and communication skills.

Ability to work in a team as well as autonomously.

Results-oriented mindset, focused on delivering.

Proactively communicating project status, negotiating scope, and implementing service management practices to ensure user satisfaction.