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Global IT Process and Service Analyst
hace 2 meses
Job Summary
We are seeking a highly skilled and experienced IT Service Management professional to join our team at Blu Selection. As a Global IT Process and Service Analyst, you will be responsible for owning and managing existing processes within our IT Service Management portfolio, including their full lifecycle.
Key Responsibilities
- Manage the lifecycle of processes, including design, delivery, training, review, and continuous improvement.
- Lead the development of procedures, work instructions, and templates to support process execution.
- Ensure compliance with internal and industry standards, such as ISO 27001, and perform regular review and evidence gathering/sampling checks for governance and audit purposes.
- Build and deliver training material and training courses for all Business Technology teams, aligned with HR, and including recorded/training programs built on internal tools.
- Analyze process performance, develop and implement recommendations for corrective actions within ITSM processes.
- Facilitate Problem management and coordination lifecycle, as well as Change management and coordination lifecycle.
- Perform day-to-day processes and activities to manage and maintain availability, health, and performance of the ITSM tools at acceptable Service Levels.
Requirements
- Bachelor's degree in technology, computer science, or related field.
- Experience with implementing and managing ITSM or ITIL processes (2+ years of experience leading ITSM processes).
- Experience with developing and delivering training on process, standards, and policy.
- Strong team player, naturally collaborative and empathetic.
- Experience working with a CMDB.
- Strong reasoning, problem-solving, and troubleshooting skills.
- Strong communications skills, English language full proficiency required.
- Well-organized, detail-oriented, customer-centric, and self-directed.
- Able to drive initiatives working across global teams.
- ITIL Foundation certification is a strong plus, intermediate certifications even more so.
- Experience with Service Management software or comparable ITSM platforms and tools.
- Experience with interactive reporting through dashboards such as PowerBI is a plus.
What We Offer
- Competitive Salary, annual performance bonus + additional benefits (meal vouchers, life insurance, pension plan, etc.)
- Standard working hours from Monday to Friday
- Hybrid working methods (3-day per week presence on site)
- International and multicultural environment
