23 ott - Napoli
Msc Cruises
Job Purpose
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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
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- 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
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- 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
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- 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
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- 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
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- 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
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- Bachelor's Degree in Computer Science, Information Systems, Engineering, Business Information Systems, or a related discipline.
Experience
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- 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
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- 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
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- 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
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- Fluent in English, both spoken and written.
- Additional European languages are considered an advantage.
Visa Requirements
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- 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
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- 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 (R
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