IT Service Management Tools Specialist

6 giorni fa

Frascati, Italia RHEA Group A tempo pieno

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.

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