04 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.
The Service Management Junior Analyst will work closely with Service Managers, IT Operations teams, business stakeholders, and external service providers to ensure the effective delivery of IT services. The role focuses on monitoring service performance, supporting ITSM processes, coordinating operational activities, tracking service KPIs, and contributing to service improvement initiatives.
The successful candidate will play a key role in ensuring service quality, adherence to service level agreements (SLAs), and alignment between IT services and business needs while gaining broad exposure to service management practices within a global enterprise environment.
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.
• Assis
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