It Service Management Tools Specialist Lazio

It Service Management Tools Specialist
Roma
Lazio, Lazio

Are you looking for a new opportunity in a fast-moving global company with a family feel?

A job where you could have an impact?

We are looking for an IT Service Management Tools Specialist to join our team based in our client's offices in Frascati.

- This position is open to protected categories under Italian Law 68/99 ("Rules for the right to work of disabled people"). _

- Questa posizione è aperta alle categorie protette L. 68/99. _

**Tasks and Activities**:

The scope of work will include:

- Interfacing with IT management.

- Supporting the decisional process through technical and service analysis.

- Responding as escalation point for service providers.

- Supporting all the ITIL processes implemented.

- Supporting IT projects in the operations perspective.

- Liaising with the technical staff for their timely inputs.

- Promoting improvements and evolution of ITSM, Event Monitoring and BMC Helix.

- Managing exceptions and escalations in the ITSM, Event Monitoring and BMC Helix domain.

- Managing Service Continuity and related communication aspects.

- Contributing to Service Catalogue maintenance.

- Interfacing with software vendors.

- Monitoring the internal KPIs.

- Assisting in the kick-off of new contracts, integrating the delivery and reporting requirements.

- Participating and supporting in Contract review meetings internally and with the clients.

- Using BMC Remedy/Helix for:

- Reporting.

- Analysis of Incidents relevant to ITSM and Event management.

- Follow the Change Management process.

**Skills and Experience**:

The following skills and experience are mandatory:

- University degree, preferably in IT or Engineering.

- At least 4 years of work experience as an BMC System Engineer.

- Good organizational and planning skills.

- Understand and adhere to strict deadlines.

- Excellent ability to work with remote teams, especially within a multi-cultural environment.

- Excellent written and spoken English, another European Language would be an advantage.

- Capacity design and management of BMC products and related components.

- Service Management skills:

- Focused to service quality and continuity.

- Experienced in managing resources.

- Experienced in dealing with suppliers and relevant supports.

- User oriented.

- Able to comply with internal framework and contribute to extend it.

- Used to ITIL practices.

- On time delivery.

- Proven or certified technical background on the following topics and technologies:

- BMC Remedy.

- BMC Atrium.

- BMC Helix:

- ITSM.

- Operations Manager.

- Discovery.

- BMC Truesight:

- App Visibility (Synthetic transaction monitoring).

- Operations Manager.

- Ms PowerBI (for reporting purposes).

**Why should you apply?

**:

- You will have the opportunity to work within a major institution.

- **We encourage everyone to think outside the box and to push the boundaries of traditional knowledge.

** This role is an opportunity to join a forward-thinking company and allows for a deeper understanding of the industry.

- Benefits include: competitive remuneration packages; unique career opportunities, including working in other countries; personalized training and development programmes; flexible relocation support.