Junior ITSM Specialist (Incidents)_ICT Service Management

at  HypoVereinsbank UniCredit

This role involves a skilled professional proficient in ITSM Specialist and IT Service Management. The specialist excels in optimizing IT services using tools like ServiceNow. Their expertise spans incident and problem management, change processes, and utilization of CMDB. They possess knowledge of cloud computing (AWS, Azure, Google Cloud) and security principles.
The specialist has familiarity with ITIL frameworks showcases a commitment to industry best practices in IT service management and he has knowledge on monitoring tools (Dynatrace, Splunk, Ansible, Tivoli, OpenTelemetry) ), SLA management, Their understanding of DevOps enhances collaboration, and they excel in knowledge management for efficient issue resolution.

REQUIREMENTS:

• Education: Bachelor’s degree in Information Technology, Computer Science, or a related field.
• Certifications: Certifications in IT Service Management (e.g., ITIL Foundation) are highly desirable.
• Relevant certifications from cloud service providers (e.g., AWS, Azure, Google Cloud) would be advantageous.Experience: Proven experience in a similar IT Service Management role, demonstrating a track record of successful incident and problem resolution.
• Strong communication and interpersonal skills.
• Analytical and problem-solving mindset.
• Ability to work collaboratively in cross-functional teams.
• Adaptable to evolving technologies and industry best practice

SKILLS REQUESTED:

• Technical Proficiency:
• Proficient in using ITSM tools, with a focus on expertise in ServiceNow for optimizing IT services.
• Experience in incident and problem management using ticketing systems and diagnostic software.
• Change Management:
• Understanding and practical application of change management processes and tools.
• Configuration Management:
• Knowledge of configuration management databases (CMDB) and their role in tracking and managing IT assets.
• Cloud Computing:
• experience with cloud service providers (e.g., AWS, Azure, Google Cloud) and experience in managing services in a cloud environment with focus on data and security architecture and coding.
• Security Management:
• Understanding of IT security principles, including data protection, access control, vulnerability management, and incident response.
• Automation and Scripting:
• Proficiency in scripting languages (e.g., PowerShell, Python) and automation tools (e.g., Ansible, Puppet) for task and process automation.
• Monitoring and Alerting:
• Proficient in using monitoring and alerting solutions (e.g., Dynatrace, Zabbix, Prometheus) to proactively identify and address issues.
• SLA Management:
• Experience in defining, monitoring, and reporting on Service Level Agreements (SLAs) to ensure service performance meets standards.
• Virtualization and Containerization:
• Understanding of virtualization technologies (e.g., VMware) and containerization platforms (e.g., Docker, Kubernetes) for efficient resource utilization.
• DevOps Practices:
• Familiarity with DevOps principles and tools to enhance collaboration between development and operations teams.
• Knowledge Management:
• Experience in implementing and maintaining knowledge bases and systems for efficient issue resolution and training.
• ITIL Framework:
• Familiarity with ITIL frameworks and best practices for service management.

KEY TASKS AND RESPONSIBILITIES:

• IT Service Management (ITSM) Tools: Proficiency in using ITSM software and tools such as ServiceNow, to manage and optimize IT services and support;
• Incident and Problem Management: The ability to diagnose and resolve IT incidents and problems efficiently, often using tools like ticketing systems and diagnostic software;
• Change Management: Understanding the processes and tools used for planning, implementing, and controlling changes in IT services to minimize disruptions and maximize benefits;
• Configuration Management: Knowledge of configuration management databases (CMDB) and their role in tracking and managing IT assets, infrastructure, and dependencies;
• Cloud Computing: Familiarity with cloud service providers (e.g., AWS, Azure, Google Cloud) and the ability to manage services in a cloud environment;
• Security Management: Understanding of IT security principles, including data protection, access control, vulnerability management, and incident response;
• Automation and Scripting: Knowledge of scripting languages (e.g., PowerShell, Python) and automation tools (e.g., Ansible, Puppet) for streamlining and automating routine tasks and processes;
• Monitoring and Alerting Tools: Proficiency in using monitoring and alerting solutions (e.g., Dynatrace,Splunk, Ansible, Tivoli, OpenTelemetry)) to proactively identify and address issues in IT infrastructure and services;
• Service Level Agreement (SLA) Management: The ability to define, monitor, and report on SLAs to ensure that services meet agreed-upon performance and availability standards;
• DevOps Practices: Familiarity with DevOps principles and tools to improve collaboration between development and operations teams and streamline software development and deployment;
• Knowledge Management: Implementing knowledge bases and systems to capture, organize, and share technical information for efficient issue resolution and training;
• ITIL (Information Technology Infrastructure Library): Familiarity with ITIL frameworks and best practices for service management.