Service Management Specialist

Jobtailor; Plasencia; In loco; EUR 45.000 - 65.000; Tempo pieno

Descrizione del lavoro

GETEC is seeking an IT Service Management professional to coordinate governance across internal teams and managed partners, monitor service performance, and support incident, problem, change, request, and major incident processes.

You will maintain service documentation, generate KPI and operational analytics in Power BI or similar tools, participate in service reviews, root-cause analysis, continual improvement, and ensure compliance with security and governance requirements, working with

Competenze

• Completed Bachelor's degree in Information Technology, Computer Science, Business Information Systems, Engineering, or a related field
• Relevant certification such as ITIL Foundation is desirable
• 3 to 5 years of experience in IT service management within medium to large enterprise environments
• Experience working in IT operations, service management, or service governance functions
• Strong understanding of IT service management principles and operational processes
• Experience with service reporting, KPI management, and operational analytics
• Familiarity with ITSM platforms such as ServiceNow and related service management tools
• Good knowledge of reporting and analytics solutions such as Power BI
• Experience working with suppliers, support teams, and operational stakeholders
• Strong organizational, coordination, and communication skills
• Ability to manage multiple priorities and stakeholders simultaneously
• Analytical mindset combined with strong problem-solving capabilities and attention to detail
• Standardization-oriented approach
• English C1

Mansioni

• Support and continuously improve IT service management processes across GETEC
• Coordinate operational service governance activities between internal stakeholders and GETEC's managed service partners
• Monitor and report on service performance, KPIs, SLAs, XLAs, and operational metrics
• Support incident, problem, change, request, and major incident management processes
• Facilitate service review meetings and operational governance forums
• Assist in root cause analysis and contribute to continual service improvement initiatives
• Maintain service documentation, process standards, operational procedures, and knowledge management records
• Support supplier and vendor performance management activities
• Ensure compliance with security, risk, audit, and governance requirements
• Contribute to service transition, operational readiness, and change implementation activities
• Identify opportunities for process optimization, automation, and operational efficiency improvements
• Support initiatives improving employee and customer experience throughout the service delivery lifecycle

Conoscenze

IT Service Management

ServiceNow

KPI Management

ITIL Foundation

Operational Analytics

Formazione

Bachelor's degree in IT/CS related field

Strumenti

Power BI

ITSM Platforms

Descrizione del lavoro

• Support and continuously improve IT service management processes across GETEC
• Coordinate operational service governance activities between internal stakeholders and GETEC's managed service partners
• Monitor and report on service performance, KPIs, SLAs, XLAs, and operational metrics
• Support incident, problem, change, request, and major incident management processes
• Facilitate service review meetings and operational governance forums
• Assist in root cause analysis and contribute to continual service improvement initiatives
• Maintain service documentation, process standards, operational procedures, and knowledge management records
• Support supplier and vendor performance management activities
• Ensure compliance with security, risk, audit, and governance requirements
• Contribute to service transition, operational readiness, and change implementation activities
• Identify opportunities for process optimization, automation, and operational efficiency improvements
• Support initiatives improving employee and customer experience throughout the service delivery lifecycle

Requirements

• Completed Bachelor's degree in Information Technology, Computer Science, Business Information Systems, Engineering, or a related field
• Relevant certification such as ITIL Foundation is desirable
• 3 to 5 years of experience in IT service management within medium to large enterprise environments
• Experience working in IT operations, service management, or service governance functions
• Strong understanding of IT service management principles and operational processes
• Experience with service reporting, KPI management, and operational analytics
• Familiarity with ITSM platforms such as ServiceNow and related service management tools
• Good knowledge of reporting and analytics solutions such as Power BI
• Experience working with suppliers, support teams, and operational stakeholders
• Strong organizational, coordination, and communication skills
• Ability to manage multiple priorities and stakeholders simultaneously
• Analytical mindset combined with strong problem-solving capabilities and attention to detail
• Standardization-oriented approach
• English C1

Core Competencies

Demonstrates expertise in IT Service Management processes, including incident, problem, change, and request management, while ensuring compliance with security and governance requirements. Proficient in service performance monitoring, reporting, and operational analytics to drive continual service improvement and enhance stakeholder collaboration.

Highest-signal resume keywords

• IT Service Management
• ServiceNow
• KPI Management
• ITIL Foundation
• Operational Analytics

ATS Optimization Keywords

Hard Skills

• Incident Management
• Problem Management
• Change Management
• Request Management
• Service Reporting
• Operational Metrics
• Root Cause Analysis
• Process Optimization
• Service Documentation
• Governance Compliance

Soft Skills

• Organizational Skills
• Coordination Skills
• Communication Skills
• Analytical Mindset
• Problem-Solving Capabilities

Certifications & Qualifications

• ITIL Foundation

Industry Keywords

• Service Governance
• Operational Readiness
• Supplier Management
• Employee Experience
• Customer Experience

Tools & Technologies

• Power BI
• ITSM Platforms