IT Service Management Assistant

our role will be to:

• Assist and coordinate with the IT services requests submitted by the end users and submit them through ServiceNow when needed.
• Maintain the service requests catalogue up to date and aligned with business needs and new features/ services/products.
• Collaborate with end users to identify and categorize new service requests or changing requirements and interface with technical teams to initiate the changes.
• Implement and monitor the Service Level Agreement (SLAs) and KPIs as per contract with our suppliers and generate performance reports as needed.
• Implement ITSM reports and dashboard upon requests.
• Track SLAs performance, identify anomalies and improvements, and report to the dedicated teams who will carry out corrective actions.
• Create and maintain the flow of technical queries from end users in ServiceNow and submit them to the production teams.
• Carry out any other task in line with the main purpose of the job.

REQUIRED QUALIFICATIONS, EXPERIENCE & COMPETENCIES

• A level of post-secondary education attested by a diploma (ideally in an engineering field) followed by 5 years of relevant professional experience.
• Or professional training of an equivalent level followed by 5 years of relevant professional experience.
• Internal candidates can check on the intranet to see what level of in-house experience is considered equivalent to educational qualifications where appropriate.
• Experience or knowledge in IT field and associated products and services, including Service Requests Catalogue Management.
• Experience using the ITIL framework and ITIL tooling (ServiceNow or similar).

The following would be of an asset:

• Experience on programming languages, Java Script, ,Web interfaces and Api.
• Experience on specification and documentation using Visio like tool.
• Experience with Microsoft 365 and automation.
• Knowledge in reporting data analytics (i.e. Microsoft Excel).
• Analytical thinking: you analyse information and are able to identify relationships.
• Customer focus: you adapt services to respond to customer needs.
• Problem solving: you anticipate and solve business issues.
• Communication: you are able to foster two-way communication.
• Team work: you foster teamwork.
• Ability to work in a multinational and multicultural environment.
• Professional conduct in line with the corporate behaviours of the Agency, i.e. result-driven, readiness to change, customer focus, integrity and team-player approach.
• The working languages of the Agency are English and French. For this particular job, candidates must be proficient users of English at level C1/C2. The selected candidate will be required to become basic users of French at level A1/A2 before the end of the probation period
• The levels relate to the European-framework-reference Common European Framework of References for languages (CEFR).

Source: https://jobs.eurocontrol.int/jobs/it-service-management-assistant-noc-nm-2024-ast-776-1