ITSM Operations Analyst at Sword Services Greece S.A.

Athens, Attica, Greece -

Full Time

Start Date

Immediate

Expiry Date

02 Mar, 26

Salary

0.0

Posted On

02 Dec, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

ITSM, Operations, Business Analysis, Excel, PowerPoint, SQL, Incident Management, Problem Management, Jira, Confluence, Monitoring Tools, ITIL, Customer Experience, Data Analysis, Reporting, Root Cause Analysis

Industry

IT Services and IT Consulting

Description

Sword Services Greece is an IT Services and Software Solutions provider company, driving EU Institutions and Global Leaders in their Digital & IT transformation. As part of the Sword Services Greece team, you'll leverage your expert IT competency to drive critical projects, ensuring rapid, precise delivery that consistently meets, and often exceeds, the expectations of our global clients. About the role... We are currently seeking an experienced ITSM Operations Analyst to join our team. The successful candidate will work in a multinational environment on a multitude of tasks supporting our business in implementing and developing solutions for large EU and international institutions and private sector companies in Greece and abroad. What you will do... Own day-to-day ITSM operations for EU Taxation and Customs applications (incidents, problems, operational tasks). Monitor services and analyse operational data, producing clear dashboards and reports (KPIs, SLAs, trends). Set up, automate and maintain monitoring, alerts, and reporting in cooperation with technical teams. Troubleshoot and resolve 2nd level incidents, follow up on Incident and Problem records , ensure proper communication and documentation, implement proactive measures to prevent issues, and participate in root cause analysis for recurring incidents. Review functional/technical changes from an operations / support point of view and provide feedback. Prepare, document and maintain procedures, templates and training materials. Participate in meetings and workshops with the European Commission, EU Member States and other stakeholders. Propose improvements to ITSM processes, monitoring, reporting and tools. Demonstrate a comprehensive understanding of technical procedures and employ exceptional communication and problem-solving skills to enhance customer experience. Technical Skills required... BSc's degree in Computer Scient, Software Engineering, or any other relevant field; 1-4 years of experience in ITSM / Operations / Business Analysis. Strong skills with Excel and PowerPoint, working with large/multi-source data sets. Experience in data retrieval and analysis (e.g. SQL, advanced Excel); dashboards/pivot tables are a plus. Hands-on experience with incident and problem management and report generation. Experience with Jira and Confluence or similar ITSM collaboration tools. Experience with monitoring/logging tools (e.g. Grafana, Kibana) is highly appreciated. Familiarity with ITIL / IT Service Management frameworks is an asset. Excellent English (written and spoken). Experience or strong interest in EU Customs and Taxation (e.g. DG TAXUD, EU legislation, or related projects) is a plus. Behavioral Attributes... Self Development: Shows eagerness to grow and achieve more in respective area of expertise; Adaptability / Flexibility: Shows ability to cope with fast changing technologies and requirements; Solution focused mindset: Focus on work quality results with attention to detail and delivery of tasks within agreed deadlines; Focus on Customer either internal or external; Creativity & Initiative: Proposes ideas and solutions to existing ways of working, takes initiatives, identifies risks and works proactively; Teamwork: Collaborates effectively & efficiently with various diverse and geographically distributed work teams; Accountability: Shows strong sense of responsibility and ownership of the activities assigned. What's in for you... Competitive remuneration package; Meal voucher card; Private medical plan; Private pension plan; Shuttle Bus; Opportunity to work in challenging, large scale projects with high visibility and impact; Continuous learning and development plan; Teambuilding events; Social responsibility initiatives. Our Culture... At Sword, our values define how we behave towards our colleagues and clients, and that is Respect and Collaboration. We believe that together we achieve more! Grasp a taste of our daily life at our Sword Services Greece Experience page on . Please submit your CV in English. All applications will be treated as strictly confidential. At Sword we are dedicated to fostering a diverse and inclusive workplace and we ensure that all applicants receive fair and equal consideration for employment, regardless of whether they meet every requirement. Discrimination based on sex, racial or ethnic origin, religion or belief, disability, age, sexual orientation or marital status, physical or mental disability, or any other factor protected by applicable laws and regulations is prohibited. As part of our culture, we respect human rights and focus on creating a positive workplace, where all employees are valued, and where diversity and inclusion are a vital part of our everyday working experience. If you don't tick all the boxes but feel you have some of the relevant skills and experience, we're looking for, please do consider applying and highlight your transferable skills and experience. If we can do anything to help make the hiring process more accessible, please let our talent acquisition team know when you apply so we can support any adjustments.

Responsibilities

The ITSM Operations Analyst will manage day-to-day ITSM operations for EU Taxation and Customs applications, including incident and problem management. They will also monitor services, analyze operational data, and propose improvements to ITSM processes.