The specialist will collaborate with the IT service management team, with a particular focus on managing the lifecycle of IT incidents, problems, and changes
responsibilities :
Analyzing and diagnosing issues related to information systems
Designing, implementing, and configuring systems and IT applications
Assisting in software testing and providing technical support
Monitoring system performance and ensuring their continuous operation
Ensuring the security of systems and user data
Creating and updating technical documentation
Providing training on system and software usage
Collaborating with other company departments in the digitization of processes
Continuously improving skills and staying updated with technological advancements
requirements-expected :
olds an advanced degree, ideally in IT or similar areas.
Has at least two years of experience in positions like data analyst, IT specialist, Service Desk coordinator/analyst, IT problem coordinator, Incident Manager, or equivalent roles.
Experienced in working within large-scale organizations.
Has hands-on experience with IT service management in alignment with ITIL processes.
Skilled in Excel.
Knowledgeable about ITSM tools, particularly Jira Service Management.
Basic familiarity with IT systems environments, including ERP, POS systems, On-Premises/Cloud infrastructure, and infrastructure monitoring systems.
Capable of analyzing data to pinpoint root causes of issues and detect patterns.
Well-versed in problem management methodologies such as Root Cause Analysis (RCA) and the 5 Whys technique.
Understanding of ITIL processes, IT services, KPIs, and SLA/OLA.
Effective in collaborating with various IT and business units to resolve issues efficiently.
Demonstrates strong organizational skills, autonomy, and a proactive mindset in identifying and solving problems.
Excellent communication abilities, including the capacity to present findings and recommendations to management.
