Service Management Analyst

TASK RESPONSIBILITIES:

As a Service Management Analyst, you will play a pivotal role in ensuring the efficiency, effectiveness, and quality of our service delivery processes. You will be responsible for analyzing, designing, implementing, and maintaining service management processes and systems to support our organization's objectives. This role requires a blend of technical expertise, analytical skills, and strong communication abilities to collaborate with various teams and stakeholders.

The position holder, after having been trained on the job, will be able to work with a certain level of autonomy and will have the duty to provide activity analysis information and KPIs to be actively involved on the continual service improvement.

Major Accountabilities

•  Design and document service management workflows, procedures, and policies to enhance service delivery efficiency.
• Collaborate with IT stakeholders to gather requirements, follow regulation evolutions and define new service management processes.
• Collaborate with business stakeholders to understand internal needs and propose process evolutions.
• Evaluate existing service management processes to identify areas for improvement and optimization.
• Assess service management tools and technologies to support process automation and improvement initiatives.
• Provide ongoing administration, maintenance, and support for service management tools in use.
• Implement and configure service management software solutions according to business requirements.
• Monitor service level agreements (SLAs) and key performance indicators (KPIs) to ensure service delivery meets or exceeds established targets.
• Analyze service performance data to identify trends, areas for improvement, and opportunities for optimization.
• Conduct regular reviews and assessments of service management practices to identify opportunities for enhancement.
• Participate in IT related projects under the supervision of the manager or project manager
• Strictly follow all ITSM and security policies. 

ESSENTIAL REQUIREMENTS FOR THE POSITION:

• Technical diploma in IT; University degree in the IT field would be considered an advantage.
• Proven experience in service management, ITIL certification preferred.
• Deep knowledge of service management tools such as ServiceNow, Remedy, or Jira Service Management.
• Experienced understanding of service management principles, processes, and best practices.
• Strong problem-solving and analytical abilities with keen attention to detail.
• Customer focus and passion for excellence.
• Excellent communication skills with the ability to collaborate effectively with cross-functional teams and stakeholders.
• Ability to work in a team in a multicultural environment.
• Willingness to attend regular trainings and stay up-to-date on new technologies.
• Good interpersonal skills with the capacity to work in a fast-pacing environment.
• Problem resolution capabilities and open-mindedness toward creative solutions.
• Fluency in English (spoken & written) is mandatory, additional spoken languages are considered an added value.   

WORKING CONDITIONS:

• A Certificate of good conduct (Casier judiciaire, Polizeiliches Führungszeugnis) will be required in case of positive selection
• Position based in Luxembourg
• Category of the position might change depending of the experience & knowledge of the position holder