Enterprise Service Management Analyst

At Arcwide , we are more than just a consultancy: we are a team driven by commitment, teamwork, excellence, and passion . As the largest IFS Partner globally , we deliver world-class IFS Cloudsolutions that transform businesses, and we’re on a mission to continue setting the standard for excellence. We are currently searching for motivated and dedicated individuals who are ready to take that next step of their career.

Ready to help Italian and international companies transform the way they manage services, processes, and digital operations through ITSM and ESM technology?

Join Arcwide as an Enterprise Service Management Analyst and start your journey in business transformation, digital innovation, and enterprise service management.

Location: Milan preferred. The role follows a hybrid working model, with the possibility to work remotely and the availability to work from the office or at client premises when required by project or business needs.

Role: Full-time position. You will report to the Project Manager and work under the guidance of senior team members during project and operational activities.

What you can expect from the role:

• Contribute to project activities across the main phases, from initial analysis and solution design support to configuration, testing, go-live preparation, and post go-live support.

• Support business process analysis and contribute to the documentation of customer requirements, process flows, open points, and project decisions.

• Prepare and maintain project deliverables, including scoping documents, business process flows, meeting notes, status updates, user guides, training materials, and knowledge base articles.

• Assist in software configuration activities, functional specifications, system validation, and functional testing under the guidance of senior consultants.

• Support data migration, basic data validation, and system conversion activities, working closely with functional and technical team members.

• Provide light application management support (AMS), including first analysis of user requests, ticket follow-up, issue tracking, documentation updates, and coordination with senior consultants or technical teams.

• Support customers during project and post go-live activities, contributing to user assistance, training preparation, change management tasks, and continuous improvement initiatives.

• Assist in monitoring project activities, tracking actions and issues, and preparing internal or customer-facing status updates.

What we will look for in your CV:

• Bachelor’s or Master’s degree in Engineering, Economics, Computer Science, Mathematics, Physics, Business Administration, or a related field.

• 1–2 years of experience, or relevant internship experience, in consulting, business analysis, software implementation, application support, IT service management, enterprise service management, or similar areas.

• Exposure to project activities such as requirement gathering, process analysis, documentation, testing, training preparation, or user support.

• Strong interest in ITSM, ESM, digital workflows, business processes, and enterprise software solutions.

• Good analytical skills, attention to detail, and the ability to organize information in a clear and structured way.

• Good communication skills and the ability to work effectively with customers, project teams, and internal stakeholders.

• Fluent in Italian and English, both written and spoken.

The Following Would Be Beneficial, But Not Essential::

• Basic knowledge of ITSM or ESM platforms, ticketing systems, workflow tools, or enterprise applications.

• Previous exposure to IFS assyst, ServiceNow, Jira Service Management, BMC Helix, or similar service management solutions.

• ITIL certification and/or knowledge of the ITIL framework, including service desk processes, incident management, request fulfilment, change management, or knowledge management.

• Experience in preparing client-facing documentation, user guides, training materials, meeting notes, or project status updates.

• A client-focused mindset and the ability to work in international and multicultural project teams.

• Curiosity, reliability, proactivity, and willingness to learn in a consulting and enterprise software environment.

• Knowledge of additional European languages.

Why you will enjoy working at Arcwide:

• Competitive Salary - where you are rewarded for both your individual and company performance.

• Benefits Packages - you will also have access toexcellent benef