IT Service Management Analyst

2 days ago

Athens, Attica, Greece DGH Recruitment Full time

IT Service Management Analyst - Athens - Permanent

A fantastic opportunity has arisen for an IT Service Management Analyst to join our Greece based law firm on a permanent basis.

Key Responsibilities


• Working collaboratively with the team, analysing historic data to identify underlying trends and initiating proactive problem management activity


• Identify and investigate root causes through structured RCA sessions.


• This role is responsible and accountable for the overall ownership of the Incident until resolution. Co-ordinating MI timeline, update calls and escalations where necessary.
• Drive continual service improvement based on insights and trends.


• Managing Requests for Change, to ensure that these meet quality and conformance standards; co-ordinate IT staff and Customers to ensure accurate and appropriate risk assessments and communications during changes.


• Supporting the implementation of best practice processes, service reporting and tools in order to consistently meet Service Level Targets.


• Create documentation on new features introduced on ServiceNow.

Key Experience & Skills Required


• Strong understanding of IT Service Management (ITSM) and the ITIL best practice framework.


• Strong knowledge of ITIL


• Familiarity with Problem, Incident & Change Management best practices


• Experience in dealing with third party suppliers.


• Experience in preparing documentation and guidance for others.


• Experience with ServiceNow administration and development.

IT Service Management Analyst - Athens - Permanent

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