29 ott - Ispra
AlmavivA Group
Job description
• Organize, implement, and maintain Information Systems (IS) support processes and knowledge bases to ensure efficient resolution of user issues.
• Coordinate activities of multi-level support teams (L1-L3) to ensure timely incident/request resolution.
• Perform IT Service Management (ITSM) activities, including adhering to ITIL practices for incident, problem, and request management.
• Coordination with development teams
• Coordinate knowledge-sharing platforms (wikis, intranet, collaboration tools like MS Teams, SharePoint) and ensure content accuracy.
• Management and follow-up of user requests
• Guidance regarding the use of information systems
• Manage IS incidents, produce regular incident reports, track root cause analysis and resolution timelines.
• Develop and maintain user documentation (manuals, quick guides, FAQs) in accessible formats.
• Participation in meetings/trainings with user, development teams, etc.
• Define, implement, and optimize support processes (ticket triage, escalation, major incident handling).
• Act as liaison between users and IT for feedback loops, collecting pain points and improvement opportunities.
• Escalate complex technical issues to L2/L3 support or development teams with detailed documentation and reproduction steps.
• Provide support in collaboration with the inventory team for the maintenance and registration of devices in the Unit.
• Provide support with the creation of virtual machines and storage solutions.
• Support the usage of data analysis software (e.g., STATA, Matlab, RStudio). SPECIFIC EXPERTISE
• Knowledge of IT support processes (L1/L2 support, ticket triage, escalation).
• Experience with ITIL v4 service management practices (Incident, Request Fulfilment, Problem, Change).
• Knowledge of collaboration platforms (Confluence, SharePoint, Teams) and experience with managing documentation/user guides.
• Proficiency in using IT Service Management (ITSM) tools (e.g., ServiceNow) for incident, problem, and request management.
• Knowledge of remote support tools (e.g., TeamViewer, RDP) to assist users effectively.
• Understanding of security awareness (phishing, MFA, password policies).
• Proven experience in managing software for statistical analysis in multi-user environments (mandatory, STATA, Matlab and Rstudio). CERTIFICATIONS Mandatory: ITIL 4 Foundation certification or an equivalent certification.
SKILLS:
• Skill in using operating systems, remote support tools, and ticketing systems.
• Ability to apply high quality standards.
• Ability to work effectively in an international and multicultural environment.
• Rapid self-starting capability and strong initiative.
• Proven experience working collaboratively within teams.
• Ability to participate in multilingual meetings.
• Ability to understand, speak and write English, and Italian as an additional asset.
• Excellent interpersonal and communication skills.
• Ability to work in a team as well as autonomously.
• Results-oriented mindset, focused on delivering.
• Proactively communicating project status, negotiating scope, and implementing service management practices to ensure user satisfaction.
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