ITSM Specialist

We are seeking a detail-oriented and analytical ITSM Specialist to join our team in Timisoara, Romania. As an ITSM Specialist, you will play a crucial role in optimizing our IT service management processes and ensuring efficient delivery of IT services across the organization.

• Implement and maintain ITIL-based processes and best practices
• Manage and optimize service management tools, such as BMC Helix
• Analyze IT service performance metrics and generate reports for continuous improvement
• Collaborate with cross-functional teams to identify and resolve IT service issues
• Develop and maintain documentation for ITSM processes and procedures
• Conduct regular audits of ITSM processes to ensure compliance and effectiveness
• Provide training and support to IT staff on ITSM tools and processes
• Participate in incident, problem, change, knowledge, and other process management activities
• Contribute to the development of service level agreements (SLAs) and key performance indicators (KPIs)
• Stay up-to-date with industry trends and emerging technologies in ITSM

Qualifications

• Bachelor's degree in Information Technology, Computer Science, or a related field
• ITIL certification (preferably ITIL V3 Foundation or higher)
• 1-2 years of experience in IT Service Management concepts or practices
• Strong knowledge of ITIL framework and IT service management best practices
• Experience with process improvement methodologies and implementation
• Familiarity with ITSM process implementation and optimization, including one or more non-ITIL frameworks
• Strong data analysis and reporting capabilities
• Proficiency in service management tools such as BMC Helix
• High level of analytical, critical-thinking, and problem-solving skills
• Effective communication skills, both written and verbal, oriented to Process and Project Management, Procedures, and Collaboration
• Basic familiarity in one or more technical IT operations and support areas, e.g. networks, servers, workplace, applications, IT audit, cybersecurity, etc.
• User level expertise with software/hardware capabilities for utilization of networks and data