It Service Management Junior Analyst
ph3Job Purpose /h3 pMSC 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.
/p h3Key Accountabilities /h3 h3Service Operations Support /h3 ul liSupport the execution and continuous improvement of IT Service Management processes, including Incident, Problem, Change, Request, and Service Level Management.
/li liMonitor service performance against agreed service levels and operational targets.
/li liAssist in coordinating day-to-day operational activities between IT teams, service providers, and business stakeholders.
/li liEnsure incidents and service requests are correctly tracked, prioritized, and escalated when required.
/li /ul h3Service Reporting Governance /h3 ul liPrepare regular service reports, dashboards, and KPI metrics for management review.
/li liSupport the collection and analysis of service performance data.
/li liAssist in identifying service trends, recurring issues, and improvement opportunities.
/li liContribute to service review meetings by preparing documentation and follow-up actions.
/li /ul h3Stakeholder Coordination /h3 ul liAct as a point of coordination between business users, IT teams, and external vendors.
/li liSupport communication activities regarding service interruptions, planned maintenance, and operational updates.
/li liAssist in managing vendor performance against contractual service obligations and SLAs.
/li /ul h3Continuous Service Improvement /h3 ul liSupport Continuous Service Improvement (CSI) initiatives aimed at enhancing service quality and operational efficiency.
/li liParticipate in root cause analysis activities for major incidents and recurring service issues.
/li liMaintain process documentation, knowledge base articles, and operational procedures.
/li liContribute to the definition and implementation of service management best practices.
/li /ul h3Operational Excellence /h3 ul liAssist in ensuring compliance with IT governance, security, and service management standards.
/li liSupport audits and service assessments when required.
/li liParticipate in operational projects and service transition activities.
/li liCollaborate with globally distributed teams to support service delivery and issue resolution.
/li /ul h3QUALIFICATIONS (skills, Competencies, Experience) /h3 h3Education /h3 ul liBachelor's Degree in Computer Science, Information Systems, Engineering, Business Information Systems, or a related discipline.
/li /ul h3Experience /h3 ul li5+ years of experience in IT Operations, Service Management, IT Support, or related IT functions.
/li liExperience with IT Service Management tools (e.g., ServiceNow, Jira Service Management, BMC Remedy, or similar) is considered an advantage.
/li liExposure to enterprise IT environments is a plus.
/li /ul h3Technical Skills /h3 ul liGood understanding of IT Service Management (ITSM) principles and ITIL best practices.
/li liBasic understanding of incident, problem, change, and service request management processes.
/li liFamiliarity with service reporting and KPI tracking.
/li liBasic knowledge of Microsoft Office tools, particularly Excel and PowerPoint.
/li liUnderstanding of IT infrastructure, applications, and support services is an asset.
/li /ul h3Soft Skills /h3 ul liStrong analytical and problem-solving mindset.
/li liExcellent organizational and coordination skills.
/li liEffective written and verbal communication skills.
/li liAbility to work collaboratively across teams and stakeholders.
/li liCustomer-oriented approach with attention to service quality.
/li liWillingness to learn and grow within the Service Management discipline.
/li /ul h3Languages /h3 ul liFluent in English, both spoken and written.
/li liAdditional European languages are considered an advantage.
/li /ul h3Visa Requirements /h3 ul liRight to work in Italy /li /ul h3What We Offer /h3 pIn compliance with the applicable pay transparency legislation, the following information is provided regarding the initial compensation foreseen for the position.
/p h3Contract /h3 ul liType of contract: Permanent /li liHybrid working model: 2 days per week remotely /li liApplicable Collective Labour Agreement (CCNL): "Addetti agli uffici ed ai terminals delle società di navigazione che esercitano l'armamento privato" – sez.
personale di terra /li liGross annual salary (RAL): between €** – €** gross per year, paid over 14 monthly installments /li liMeal vouchers: worth €8 per on-site working day /li /ul h3WelfareWellbeing /h3 pWe offer a range of WelfareWellbeing Initiatives as well as benefits including Productivity award, Health Insurance, Learning opportunities, flexible working hours, Employee Assistance Programme, Discounts Partnerships within the MSC group.
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/p h3Key Accountabilities /h3 h3Service Operations Support /h3 ul liSupport the execution and continuous improvement of IT Service Management processes, including Incident, Problem, Change, Request, and Service Level Management.
/li liMonitor service performance against agreed service levels and operational targets.
/li liAssist in coordinating day-to-day operational activities between IT teams, service providers, and business stakeholders.
/li liEnsure incidents and service requests are correctly tracked, prioritized, and escalated when required.
/li /ul h3Service Reporting Governance /h3 ul liPrepare regular service reports, dashboards, and KPI metrics for management review.
/li liSupport the collection and analysis of service performance data.
/li liAssist in identifying service trends, recurring issues, and improvement opportunities.
/li liContribute to service review meetings by preparing documentation and follow-up actions.
/li /ul h3Stakeholder Coordination /h3 ul liAct as a point of coordination between business users, IT teams, and external vendors.
/li liSupport communication activities regarding service interruptions, planned maintenance, and operational updates.
/li liAssist in managing vendor performance against contractual service obligations and SLAs.
/li /ul h3Continuous Service Improvement /h3 ul liSupport Continuous Service Improvement (CSI) initiatives aimed at enhancing service quality and operational efficiency.
/li liParticipate in root cause analysis activities for major incidents and recurring service issues.
/li liMaintain process documentation, knowledge base articles, and operational procedures.
/li liContribute to the definition and implementation of service management best practices.
/li /ul h3Operational Excellence /h3 ul liAssist in ensuring compliance with IT governance, security, and service management standards.
/li liSupport audits and service assessments when required.
/li liParticipate in operational projects and service transition activities.
/li liCollaborate with globally distributed teams to support service delivery and issue resolution.
/li /ul h3QUALIFICATIONS (skills, Competencies, Experience) /h3 h3Education /h3 ul liBachelor's Degree in Computer Science, Information Systems, Engineering, Business Information Systems, or a related discipline.
/li /ul h3Experience /h3 ul li5+ years of experience in IT Operations, Service Management, IT Support, or related IT functions.
/li liExperience with IT Service Management tools (e.g., ServiceNow, Jira Service Management, BMC Remedy, or similar) is considered an advantage.
/li liExposure to enterprise IT environments is a plus.
/li /ul h3Technical Skills /h3 ul liGood understanding of IT Service Management (ITSM) principles and ITIL best practices.
/li liBasic understanding of incident, problem, change, and service request management processes.
/li liFamiliarity with service reporting and KPI tracking.
/li liBasic knowledge of Microsoft Office tools, particularly Excel and PowerPoint.
/li liUnderstanding of IT infrastructure, applications, and support services is an asset.
/li /ul h3Soft Skills /h3 ul liStrong analytical and problem-solving mindset.
/li liExcellent organizational and coordination skills.
/li liEffective written and verbal communication skills.
/li liAbility to work collaboratively across teams and stakeholders.
/li liCustomer-oriented approach with attention to service quality.
/li liWillingness to learn and grow within the Service Management discipline.
/li /ul h3Languages /h3 ul liFluent in English, both spoken and written.
/li liAdditional European languages are considered an advantage.
/li /ul h3Visa Requirements /h3 ul liRight to work in Italy /li /ul h3What We Offer /h3 pIn compliance with the applicable pay transparency legislation, the following information is provided regarding the initial compensation foreseen for the position.
/p h3Contract /h3 ul liType of contract: Permanent /li liHybrid working model: 2 days per week remotely /li liApplicable Collective Labour Agreement (CCNL): "Addetti agli uffici ed ai terminals delle società di navigazione che esercitano l'armamento privato" – sez.
personale di terra /li liGross annual salary (RAL): between €** – €** gross per year, paid over 14 monthly installments /li liMeal vouchers: worth €8 per on-site working day /li /ul h3WelfareWellbeing /h3 pWe offer a range of WelfareWellbeing Initiatives as well as benefits including Productivity award, Health Insurance, Learning opportunities, flexible working hours, Employee Assistance Programme, Discounts Partnerships within the MSC group.
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