Service Management Analyst
Einführung
The Service Management Analyst position at EcoVadis is responsible for implementing and promoting ITIL best practices across the full life cycle of services. The role involves supporting change and problem management, service design and onboarding projects, and service reporting. The analyst will also assist in maintaining and developing the Service Management and Service Desk platform using ITIL and internal best practices. The position requires strong technical skills, experience in IT service environments, and familiarity with IT infrastructures and applications. A Bachelor's degree in Computer Science or related field is preferred, along with ITIL v4 knowledge and Jira Service Management experience.
Aufgaben
- Implement and promote ITIL best practices
- Support change and problem management
- Assist in maintaining and developing Service Management and Service Desk platform
- Create and maintain documentation and operational procedures
- Provide proactive recommendations for process improvement
- Review and analyze the Service Level Management process
- Lead cross-functional initiatives
- Support the design and implementation of Jira Service Management integrations
- Ensure familiarity with ITIL-aligned processes for new personnel or service providers
- Run weekly ITSM operational improvement meetings
- Establish and maintain relationships with clients and global Service Management representatives
Vorraussetzungen
- Previous experience in a Configuration Management role
- Experience operating within an ITIL or ITSM-aligned organization
- Minimum of two years' experience in an IT service environment
- Basic understanding of IT infrastructures, applications, and databases
- Familiarity with wider ITSM processes
- ITIL v4 knowledge
- ITIL v4 Foundation certification
- 1 year of Jira Service Management IT Operations experience
- Proficient in English
Benefits
- Competitive salary
- Extensive onboarding and mentoring
- Opportunity for personal growth and learning
- Wellness allowance
- Work from Home Allowance
- Travel Grant allowance
- Annual performance bonus
- Remote work from abroad policy
- Flexible working hours
- Hybrid/full remote work
- Pension contributions and optional private health coverage
- Internet and electricity bill allowance
- CSR activities
- Community service day
- Equity, inclusion, and reducing bias in hiring processes
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