Senior IT Operation Specialist

3 tygodni temu

Gdynia, Polska SEMCO ETP RENEWABLES SPÓŁKA Z O.O. Pełny etat

about-project :
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.

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.

requirements-expected :
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

benefits :
private medical care
life insurance
flexible working time
fruits
saving & investment scheme
coffee / tea
pre-paid cards
Apple Iphone SE
Home internet

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