SERVICE MANAGEMENT SPECIALIST

The Service Management Specialist manages the operation and execution of activities within the IT Service Management environment. Supports company users while performing activities in the scope of ITSM and participates actively in assigned tasks related to his/her work assignments. He/She will also perform other tasks not directly related to ITSM scope but contributing to improve and support departmental activities, as indicated by his/her superior.

The specialist will champion and implement best practices for IT processes and tools in order to contribute to the effectiveness of the IT organization in the delivery of IT services, contributing to a successful Continuous IT Service Improvement, allowing reaching the best possible value for the Business. Contribute to departmental networking and presence in the Region by making visible to all stakeholders related tasks and performing communication activities regarding departmental topics.

• Ensure that compliance with ISO norms, ITIL best practices, ITSM methods and, local, international laws and regulations on company and company group levels, are respected by executing the defined processes & policies, adjusting regulatory norms, processes and procedures in case of changes.

• Execute requested process management activities and others related to departmental tasks as assigned. Support ITSM framework implementation and execution by proactively participating in ITSM related actions and initiatives. Ensure smooth execution of process activities supporting users whenever necessary.

• Prepare, adapt and deliver, on time, reports in scope with accurate and updated data for customers within a defined area of responsibility, in order to inform and help others to make decisions. Provide advice to customers in order to answer questions, provide support or, clarify doubts regarding users related operations. Whenever assigned, manages relationships with 3rd parties (vendors) and ensures that delivered quality matches company expectations. Follow users' training requirements and provide support whenever necessary.

• Provide the best in class support to the customers according to the agreed Service Levels. It includes showing a professional attitude when dealing with internal and external customers. Ensure that the communication is flowing properly whenever any event requires it. Keep on finding the proper behaviors to reach the higher rates of customer satisfaction. Execute communication activities as requested by the department and following company policies. Develop and maintain training and documentation platforms and activities to ensure a proper execution of the processes by the users.

• Collaborate and proactively work with the team to achieve the agreed objectives by understanding common goals.  Share, manage and deal with issues in an open manner with a proactive and open-minded attitude.

• Bachelor's degree in Computer Science, Information Technology, or a related field with an IT focus.

• ITIL Foundation, ISO 20K certifications as an advantage

• Other ITSM and Governance related certifications are positively considered.

• Agile frameworks experience is highly appreciated (Kanban, SAFE, etc.)

• Operational experience in ServiceNow is a key requirement. Experience with Jira is also much appreciated.

• Excellent English (written & spoken) - other languages specific to the region are a plus

• Solid experience on: 

  • Execution ITSM activities regarding ITSM processes definition, execution and improvement

  • Customer oriented working mode. Used to deal with users and other stakeholders in a Help Desk environment

  • Knowledge and habit to manage user requests within a ticketing tool

  • Quality management orientation by being used to measure and track targets

  • Reporting tools, including graphical techniques and usual Microsoft and Google solutions (Excel, Sheets, etc.)

  • Service Now and Jira Software working experience is a must

• Other preferred qualifications and skills:

  • Multicultural experience (an advantage)

  • Capacity to convince and influence

  • Worked as a team member with service focus in large scale projects and operations

  • Team and people development skills; in particular, values and leverages diversity

  • Presentation skills are an advantage

  • Mobility requirements (time spent traveling internationally, nationally, etc.) no more than a 20% of working time

• Foster an inclusive work environment by respecting others’ perspectives/ convictions, engaging others’ opinions, creating a safe environment where people, ideas and opinions are valued within the team / “internal” customers and external partners. 

• Respect and take into consideration diversity by valuing different world views, challenges and cultures that represent all walks of life and all backgrounds. 

• Is sensitive to how people, cultures and organizations function. Deals comfortably with organizational politics. Steer through the organizational maze to get things done.

• Demonstrates positive thinking mindset, consistently identifying highlights.

• Shows a can-do attitude in good and bad times and act as a role model in terms of ethics and self-awareness. 

• Solid Experience in ITSM Activities: The candidate must possess substantial experience in defining, executing, and improving ITSM processes, demonstrating a strong understanding of ITSM best practices and methodologies.    

• Customer-Oriented Approach: Excellent customer service skills and a proven ability to work effectively with users and stakeholders in a Help Desk environment are essential.    

• Knowledge of Ticketing Tools: Familiarity with using ticketing tools to manage user requests and track issues is crucial for this role.    

• Quality Management Orientation: The candidate should have a strong focus on quality management, including experience with measuring and tracking performance targets.    

• Proficiency in Reporting Tools: The ability to utilize reporting tools, including graphical techniques and standard Microsoft and Google solutions (Excel, Sheets, etc.), is necessary for data analysis and reporting.