Job Details

As a Service Management Analyst, you will play a pivotal role in ensuring the efficiency, effectiveness, and quality of our service delivery processes (mainly using CDSM framework). You will be responsible for analyzing, designing, implementing, and maintaining service management processes and systems to support our organization's objectives. This role requires a blend of technical expertise, analytical skills, and strong communication abilities to collaborate with various teams and stakeholders.

The major responsibilities include but are not limited to:

• Design and document IT service management workflows, procedures, and policies to enhance service delivery efficiency.
• Collaborate with IT and business stakeholders to gather requirements, follow regulation evolutions and define new service management processes.
• Evaluate existing service management processes to identify areas for improvement and automation.
• Provide ongoing administration, maintenance, and support for service management tools in use (ServiceNow, Remedy Jira Service Management).
• Implement and configure service management software solutions according to business requirements.
• Analyze service performance data to identify trends, areas for improvement, and opportunities for optimization.
• Participate in IT related projects under the supervision of the manager or project manager.

• Technical diploma in IT; University degree in the IT field would be considered an advantage.
• Proven experience in service management, ITIL certification is considered an advantage.
• Deep knowledge and experience in development and modification of IT service management tools such as ServiceNow, Remedy, or Jira Service Management.
• Experienced understanding of service management principles, processes, and best practices.
• Customer focus and passion for excellence.
• Excellent communication skills with the ability to collaborate effectively with cross-functional teams and stakeholders.
• Ability to work in a team in a multicultural environment.
• Willingness to attend regular trainings and stay up-to-date on new technologies.
• Problem resolution capabilities and open-mindedness toward creative solutions.
• Fluency in English (spoken & written) is mandatory, additional spoken languages are considered an added value.

• A Certificate of good conduct (Casier judiciaire, Polizeiliches Führungszeugnis) will be required in case of positive selection
• Full-time position based in Luxembourg
• Category of the position might change depending of the experience & knowledge of the position holder