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
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
Ready to drive with Continental? Take the first step and fill in the online application.
