IT Service Management Junior Analyst

ph3Job Purpose /h3 pMSC IT Department is seeking a motivated and detail-oriented Service Management Junior Analyst to support the delivery and continuous improvement of IT services across the organization. /p h3Key Accountabilities /h3 h3Service Operations Support /h3 ul liSupport the execution and continuous improvement of IT Service Management processes, including Incident, Problem, Change, Request, and Service Level Management. /li liMonitor service performance against agreed service levels and operational targets. /li liAssist in coordinating day-to-day operational activities between IT teams, service providers, and business stakeholders. /li liEnsure incidents and service requests are correctly tracked, prioritized, and escalated when required. /li /ul h3Service Reporting Governance /h3 ul liPrepare regular service reports, dashboards, and KPI metrics for management review. /li liSupport the collection and analysis of service performance data. /li liAssist in identifying service trends, recurring issues, and improvement opportunities. /li liContribute to service review meetings by preparing documentation and follow-up actions. /li /ul h3Stakeholder Coordination /h3 ul liAct as a point of coordination between business users, IT teams, and external vendors. /li liSupport communication activities regarding service interruptions, planned maintenance, and operational updates. /li liAssist in managing vendor performance against contractual service obligations and SLAs. /li /ul h3Continuous Service Improvement /h3 ul liSupport Continuous Service Improvement (CSI) initiatives aimed at enhancing service quality and operational efficiency. /li liParticipate in root cause analysis activities for major incidents and recurring service issues. /li liMaintain process documentation, knowledge base articles, and operational procedures. /li liContribute to the definition and implementation of service management best practices. /li /ul h3Operational Excellence /h3 ul liAssist in ensuring compliance with IT governance, security, and service management standards. /li liSupport audits and service assessments when required. /li liParticipate in operational projects and service transition activities. /li liCollaborate with globally distributed teams to support service delivery and issue resolution. /li /ul h3QUALIFICATIONS (skills, Competencies, Experience) /h3 h3Education /h3 ul liBachelor's Degree in Computer Science, Information Systems, Engineering, Business Information Systems, or a related discipline. /li /ul h3Experience /h3 ul li5+ years of experience in IT Operations, Service Management, IT Support, or related IT functions. /li liExperience with IT Service Management tools (e.g., ServiceNow, Jira Service Management, BMC Remedy, or similar) is considered an advantage. /li liExposure to enterprise IT environments is a plus. /li /ul h3Technical Skills /h3 ul liGood understanding of IT Service Management (ITSM) principles and ITIL best practices. /li liBasic understanding of incident, problem, change, and service request management processes. /li liFamiliarity with service reporting and KPI tracking. /li liBasic knowledge of Microsoft Office tools, particularly Excel and PowerPoint. /li liUnderstanding of IT infrastructure, applications, and support services is an asset. /li /ul h3Soft Skills /h3 ul liStrong analytical and problem-solving mindset. /li liExcellent organizational and coordination skills. /li liEffective written and verbal communication skills. /li liAbility to work collaboratively across teams and stakeholders. /li liCustomer-oriented approach with attention to service quality. /li liWillingness to learn and grow within the Service Management discipline. /li /ul h3Languages /h3 ul liFluent in English, both spoken and written. /li liAdditional European languages are considered an advantage. /li /ul h3Visa Requirements /h3 ul liRight to work in Italy /li /ul h3What We Offer /h3 pIn compliance with the applicable pay transparency legislation, the following information is provided regarding the initial compensation foreseen for the position. /p h3Contract /h3 ul liType of contract: Permanent /li liHybrid working model: 2 days per week remotely /li liApplicable Collective Labour Agreement (CCNL): "Addetti agli uffici ed ai terminals delle società di navigazione che esercitano l’armamento privato" – sez. personale di terra /li liGross annual salary (RAL): between €32.000 – €39.000 gross per year, paid over 14 monthly installments /li liMeal vouchers: worth €8 per on-site working day /li /ul h3WelfareWellbeing /h3 pWe offer a range of WelfareWellbeing Initiatives as well as benefits including Productivity award, Health Insurance, Learning opportunities, flexible working hours, Employee Assistance Programme, Discounts Partnerships within the MSC group. /p h3Our commitment /h3 pWe are committed to building a future that values diverse perspectives, embraces the world beyond borders, and fosters an inclusive environment where every individual feels valued, respected and empowered to be their authentic selves. Our commitment extends to taking meaningful, measurable actions that have a long-term positive impact on our guests, our employees and our planet. /p /p #J-18808-Ljbffr