Process Support: Assist with ITSM processes such as Incident, Problem, Change, and Service Request Management to ensure adherence to established workflows.
Tool Administration: Support the configuration and management of ITSM tools like ServiceNow, including data entry, reporting, and minor customizations under supervision.
Data Analysis & Reporting: Analyze service management data to identify trends, patterns, and areas for improvement; assist in generating dashboards and reports for stakeholders.
Knowledge Management: Help create, organize, and update internal knowledge base articles and user documentation to improve service delivery.
Change Management: Participate in change management activities, including impact assessment, scheduling, and communication with relevant teams.
Service Catalog: Collaborate with team members to review and improve the IT service catalog, ensuring services are well-documented and user-friendly.
Compliance & Governance: Learn and apply ITSM best practices and ensure compliance with internal policies and procedures.
Collaboration: Work closely with IT Operations teams, including service desk, infrastructure, and application support, to enhance service delivery and efficiency.
Qualifications
Education: Currently pursuing a Bachelor’s degree in Information Technology, Computer Science, Business Administration, or a related field.
Technical Skills: Familiarity with IT systems and an interest in learning ITSM tools like ServiceNow; knowledge of Microsoft Office Suite, especially Excel.
Organizational Skills: Strong attention to detail, ability to manage multiple tasks, and meet deadlines.
Communication Skills: Excellent written and verbal communication skills; ability to clearly document processes and interact with diverse teams.
Problem-Solving: Analytical mindset with a proactive approach to identifying and resolving issues.
Preferred Experience: Exposure to ITIL concepts, ITSM tools, or data analysis is a plus but not required.
Must not require sponsorship to work in the US, now or in the future
