Senior IT Operation Specialist
Semco Maritime A/S
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
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