Senior IT Operation Specialist

Position Overview:
We are seeking a highly skilled and experienced professional to join our team as a Senior IT Support Specialist with specialized knowledge and experience in Change Management. In this role, you will be responsible for designing and driving the roll out a firm, practical and flexible Change Management process within Semco Maritime Digital&IT department. Overseeing changes and facilitating the implementing changes within the IT environment is also a part of the Change Manager role.

You will be part of the global IIT Service team and be providing advanced technical support to end-users. The ideal candidate is passionate about delivering good service to the end-users and help solving their issues.

Qualifications and Skills:

• Bachelor’s / College Degree in Information Technology or equivalent competencies
• Proven experience in Change Management processes
• Certification in ITIL Change Management or ITIL 4 preferred.
• Strong knowledge of ITIL best practices and service management frameworks.
• Minimum of 3 years of experience in IT service desk support
• In-depth understanding of Azure Active Directory, MS Windows, and Microsoft 365 suite
• Strong analytical and problem-solving skills
• Excellent communication and interpersonal skills.
• Experience with ITSM tools and incident, request and change tracking systems.
• Willingness to respond to after-hours requests as needed in a 24 x 7 environment. Shift work is required to meet operational demands

Key Responsibilities:
Change Management:

• Design, implement and roll out effective change management processes and procedures.
• Lead the assessment, planning, and execution of IT changes, ensuring minimal disruption to services.
• Continuously evaluate the effectiveness of change management processes and recommend improvements.

Technical Support:

• Provide senior-level technical support to end-users, resolving complex IT issues promptly and efficiently via phone, email, and chat.
• Collaborate with cross-functional teams to troubleshoot and resolve escalated incidents and service requests.
• User account lifecycle management (account creation, access provisioning, configuration and setup, account management and deactivation)

Documentation:

• Maintain accurate and up-to-date documentation for all changes, configurations, and IT processes.
• Create and update knowledge base articles to facilitate efficient issue resolution and enhance end-user self-help capabilities.
• Log user queries and issues via a ticketing system, ensuring proper classification of incidents received through various channels

Monitoring and Reporting:

• Monitor and analyse service desk performance metrics, change success rates, and incident trends.
• Generate reports and provide insights to management regarding the effectiveness of change management processes.

Training and Mentorship:

• Provide guidance and mentorship to junior service desk analysts.
• Conduct training sessions on ITIL best practices and change management procedures.

Improvement Mindset:

• Identify potential improvement in processes and/or tools. This could be automation of processes or simplifications hereof.
• Implementation of potential improvements will be considered an advantage

IT Project Support:

• Undertake small to medium-sized IT projects as instructed by the IT Service Team Lead or IT Service Delivery Manager.

Salary range:
9300 - 14 000 gross PLN/ month

Department: Semco Maritime

Deadline: 05 May 2024

Location: 81, Gdynia