IT Service Management Engineer

9 hours ago


Athens, Attica, Greece PRIORITY Quality Consultants Full time

PRIORITY, one of the largest and fastest growing Management and IT consulting firms in Greece is currently seeking to hire an IT Service Management Engineer on behalf of our client in the industrial sector.

Responsibilities

The main responsibilities of the position include:

  • Oversee the IT service lifecycle, including service strategy, design, transition, operation, and continual service improvement
  • Ensure a high level of customer satisfaction by addressing service issues promptly and effectively
  • Coordinate the execution of IT processes, such as User Access Reviews, and identify opportunities for process enhancements and optimization
  • Oversee the maintenance and accuracy of the Service Request Catalog, Service Registry, and Configuration Management Database (CMDB) to support effective IT service management
  • Define, negotiate, and manage service level agreements (SLAs) with internal and external stakeholders
  • Develop and maintain performance metrics and reports to track service performance and identify areas for improvement
  • Work closely with other IT teams, business units, and external vendors to ensure effective service delivery

Requirements

  • Degree in Computer Science, Information Technology or related field
  • 4 years' experience in IT Service Management or a closely related role, with a strong focus on service delivery and process optimization
  • Solid understanding of the Information Technology Service Operation & Delivery framework
  • Strong understanding of IT service management frameworks and best practices
  • Good knowledge of ITSM. ITIL Foundation certification is required; advanced ITIL certifications are a plus
  • Previous experience in ServiceNow will be considered as an asset
  • Understanding of Business Continuity

Key skill/attributes

  • Attention to detail & organizational perception
  • Customer-oriented and service-minded
  • Analytical & problem solving skills
  • Time management skills
  • Interpersonal skills
  • Collaboration

Benefits

  • Competitive remuneration package.
  • Continuous learning & development opportunities.
  • Dynamic and friendly/inclusive working environment.


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