IT Quality Specialist

Canon; Amstelveen; On-site; EUR 70,000 - 90,000; Full time

Job summary

Canon is looking for an IT Quality Specialist to oversee IT Service Management solutions. This role involves managing the ITSM platform Xurrent, ensuring compliance and performance amidst the operations.

The ideal candidate has over 5 years in IT operations and expertise with ITSM frameworks such as ITIL. Responsibilities include translating business needs, configuring solutions, and creating insightful reports using Power BI. This position emphasizes effective communication and stakeholder engagement within a multinational team.

Qualifications

• 5+ years in IT operations or IT service management.
• Proven experience improving ITSM systems and processes.
• Experience with Xurrent and Power BI.

Responsibilities

• Translate business needs into system designs.
• Configure, test and maintain Xurrent and Power BI ITSM solutions.
• Develop and maintain ITSM dashboards and reports.

Skills

ITSM frameworks (ITIL, USM, ISO 20000)

Ability to translate business needs into ITSM solutions

Clear communicator who simplifies technical topics

Strong analytical and data modelling skills

Stakeholder engagement and training experience

Education

ITIL Foundation (v4 or higher)

5+ years in IT operations or IT service management

Tools

Xurrent

Power BI

Job description

Ensure Canon’s core IT Service Management (ITSM) solutions meet quality, compliance, and performance expectations.

This role acts as Product Owner for enterprise ITSM platform Xurrent and related integrations and/or ITSM Power BI reporting and data models. The IT Quality Specialist ensures alignment with the overarching IT Service Management System and identifies and implements improvements on usability, transparency, and operational efficiency.

Responsibilities

ITSM Solution Support

• Translate business needs into system designs
• Configure, test and maintain Xurrent and Power BI ITSM solutions
• Resolve incidents, answer information requests, define and implement changes, perform root cause analysis on issues, and define improvements
• Define and monitor automated controls in ITSM solutions
• Act as contact point for user communities; communicate releases, updates and new capabilities
• Maintain documentation, runbooks and knowledge articles
• Develop and deliver trainings and workshops

Configuration Management DB (CMDB) Ownership

• Define, promote and maintain CMDB structure, policies and governance
• Ensure data accuracy, relationships and control mechanisms

Reporting & Analytics

• Develop and maintain ITSM dashboards and reports (Xurrent / Power BI)
• Analyse and relate ITSM data to identify trends, gaps and improvements
• Ensure reports remain relevant and up to date

Qualifications

Skills and knowledge required:

Service Management

• ITSM frameworks (ITIL, USM, ISO 20000)
• Core processes: Incident, Change, Problem, CMDB
• Ability to translate business needs into ITSM solutions

Tools

• Experience with Xurrent and Power BI
• Understanding of integrations and data structures

Communication

• Clear communicator who simplifies technical topics
• Stakeholder engagement and training experience

Data & Reporting

• Ability to build dashboards and KPIs
• Strong analytical and data modelling skills

Experiences Required:

• 5+ years in IT operations or IT service management
• Proven experience improving ITSM systems and processes
• Experience with Xurrent and Power BI
• ITIL Foundation (v4 or higher)

Preferred:

• USM Foundation (Universal Service Management)
• ISO 20000
• Experience in a multinational or matrixed organization
• Background in working with outsourced service providers and global teams
• Experience in implementing or optimizing CMDBs and configuration management processes
• Experience with Knowledge Management standards (KSA)

Canon Core Behaviours

• Drive for results
• Focus on the Customer
• Take ownership and accountability
• Act as a team player
• Shows courage and conviction
• People orientated
• Caring for self and others