02 ott - Napoli
Msc Cruises
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 re
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