IT Service & Knowledge-Base 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

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.