IT Service Management Analyst
Location: Athens, Greece (Paleo Faliro)
Department: IT Services
Reporting to: IT Service Manager
As an IT Service Management Analyst, you will play a key role in governing IT Service Management (ITSM) processes across the technology function. You will ensure policies and procedures are documented, maintained, and adhered to, while driving continual service improvement across Incident, Problem, Change, and Major Incident Management.
You will work closely with IT leadership, service desk teams, system engineers, and third-party suppliers to improve service quality and reduce incident volumes.
Key responsibilities
- Incident & Problem Management
- Major Incident Management
- Change Management
- Service Reporting & Governance
- ServiceNow
Skills & experience required
- Strong understanding of IT Service Management and ITIL best practice.
- Experience working with third-party suppliers.
- Previous experience in a legal or professional services environment.
- Proven ability to create clear documentation and guidance.
- Hands-on experience with ServiceNow administration and development.
