IT Service Management Junior Analyst

Job Purpose

MSC IT Department is seeking a motivated and detail-oriented Service Management Junior Analyst to support the delivery and continuous improvement of IT services across the organization.

Key Accountabilities

Service Operations Support

• Support the execution and continuous improvement of IT Service Management processes, including Incident, Problem, Change, Request, and Service Level Management.
• Monitor service performance against agreed service levels and operational targets.
• Assist in coordinating day-to-day operational activities between IT teams, service providers, and business stakeholders.
• Ensure incidents and service requests are correctly tracked, prioritized, and escalated when required.

Service Reporting & Governance

• Prepare regular service reports, dashboards, and KPI metrics for management review.
• Support the collection and analysis of service performance data.
• Assist in identifying service trends, recurring issues, and improvement opportunities.
• Contribute to service review meetings by preparing documentation and follow-up actions.

Stakeholder Coordination

• Act as a point of coordination between business users, IT teams, and external vendors.
• Support communication activities regarding service interruptions, planned maintenance, and operational updates.
• Assist in managing vendor performance against contractual service obligations and SLAs.

Continuous Service Improvement

• Support Continuous Service Improvement (CSI) initiatives aimed at enhancing service quality and operational efficiency.
• Participate in root cause analysis activities for major incidents and recurring service issues.
• Maintain process documentation, knowledge base articles, and operational procedures.
• Contribute to the definition and implementation of service management best practices.

Operational Excellence

• Assist in ensuring compliance with IT governance, security, and service management standards.
• Support audits and service assessments when required.
• Participate in operational projects and service transition activities.
• Collaborate with globally distributed teams to support service delivery and issue resolution.

QUALIFICATIONS (skills, Competencies, Experience)

Education

• Bachelor's Degree in Computer Science, Information Systems, Engineering, Business Information Systems, or a related discipline.

Experience

• 5+ years of experience in IT Operations, Service Management, IT Support, or related IT functions.
• Experience with IT Service Management tools (e.g., ServiceNow, Jira Service Management, BMC Remedy, or similar) is considered an advantage.
• Exposure to enterprise IT environments is a plus.

Technical Skills

• Good understanding of IT Service Management (ITSM) principles and ITIL best practices.
• Basic understanding of incident, problem, change, and service request management processes.
• Familiarity with service reporting and KPI tracking.
• Basic knowledge of Microsoft Office tools, particularly Excel and PowerPoint.
• Understanding of IT infrastructure, applications, and support services is an asset.

Soft Skills

• Strong analytical and problem-solving mindset.
• Excellent organizational and coordination skills.
• Effective written and verbal communication skills.
• Ability to work collaboratively across teams and stakeholders.
• Customer-oriented approach with attention to service quality.
• Willingness to learn and grow within the Service Management discipline.

Languages

• Fluent in English, both spoken and written.
• Additional European languages are considered an advantage.

Visa Requirements

• Right to work in Italy

What We Offer

In compliance with the applicable pay transparency legislation, the following information is provided regarding the initial compensation foreseen for the position.

Contract

• Type of contract: Permanent
• Hybrid working model: 2 days per week remotely
• Applicable Collective Labour Agreement (CCNL): "Addetti agli uffici ed ai terminals delle società di navigazione che esercitano l’armamento privato" – sez. personale di terra
• Gross annual salary (RAL): between €32.000 – €39.000 gross per year, paid over 14 monthly installments
• Meal vouchers: worth €8 per on-site working day

Welfare&Wellbeing

We offer a range of Welfare&Wellbeing Initiatives as well as benefits including Productivity award, Health Insurance, Learning opportunities, flexible working hours,