Senior IT Support & Service Delivery Coordinator

Almaviva Group; Ispra; Presencial; EUR 52 000 - 75 000; Tempo integral

Resumo da oferta

Almaviva Group is seeking an experienced Senior IT Support Specialist to organize and manage IS support processes, coordinate L1-L3 teams, and ensure timely incident resolution near Ispra, Italy. You will implement ITIL practices, manage knowledge bases, and liaise with development teams to optimize service delivery.

The role requires strong English and Italian language skills, experience with ServiceNow, Confluence, SharePoint, and remote support tools, and a proactive, collaborative mindset in

Qualificações

• Experience with ITIL v4 service management practices (Incident, Request Fulfilment, Problem, Change).
• Knowledge of IT support processes (L1/L2 support, ticket triage, escalation).
• Knowledge of collaboration platforms (Confluence, SharePoint, Teams) and experience with managing documentation/user guides.
• Proficiency in using 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).
• Ability to participate in multilingual meetings.
• Ability to understand, speak and write English, and Italian as an additional asset.

Responsabilidades

• Organize, implement, and maintain 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 ITSM activities, including adhering to ITIL practices for incident, problem, and request management.
• Coordinate knowledge-sharing platforms (wikis, intranet, collaboration tools) and ensure content accuracy.
• Management and follow-up of user requests and guidance regarding the use of information systems.
• 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 device maintenance and registration.
• Support creation of virtual machines and storage solutions.
• Support usage of data analysis software (STATA, Matlab, RStudio).

Conhecimentos

ITIL v4

Incident management

Ticket triage

L2/L3 escalation

ServiceNow

Confluence

SharePoint

Teams

Remote support tools

TeamViewer

RDP

Security awareness

STATA

Matlab

RStudio

Multilingual meetings

English & Italian

Interpersonal communication

Team collaboration

Self-starting

Ferramentas

ServiceNow

Confluence

SharePoint

MS Teams

TeamViewer

RDP

Descrição da oferta de emprego

Almaviva Group is seeking an experienced Senior IT Support Specialist to organize and manage IS support processes, coordinate L1-L3 teams, and ensure timely incident resolution near Ispra, Italy. You will implement ITIL practices, manage knowledge bases, and liaise with development teams to optimize service delivery.

The role requires strong English and Italian language skills, experience with ServiceNow, Confluence, SharePoint, and remote support tools, and a proactive, collaborative mindset in