We are seeking a detail-oriented and analytical ITSM Specialist to join our team in Timisoara, Romania. As an ITSM Specialist, you will play a crucial role in optimizing our IT service management processes and ensuring efficient delivery of IT services across the organization. - Implement and maintain ITIL-based processes and best practices - Manage and optimize service management tools, such as BMC Helix - Analyze IT service performance metrics and generate reports for continuous improvement - Collaborate with cross-functional teams to identify and resolve IT service issues - Develop and maintain documentation for ITSM processes and procedures - Conduct regular audits of ITSM processes to ensure compliance and effectiveness - Provide training and support to IT staff on ITSM tools and processes - Participate in incident, problem, change, knowledge, and other process management activities - Contribute to the development of service level agreements (SLAs) and key performance indicators (KPIs) - Stay up-to-date with industry trends and emerging technologies in ITSM ## Qualifications - Bachelor's degree in Information Technology, Computer Science, or a related field - ITIL certification (preferably ITIL V3 Foundation or higher) - 1-2 years of experience in IT Service Management concepts or practices - Strong knowledge of ITIL framework and IT service management best practices - Experience with process improvement methodologies and implementation - Familiarity with ITSM process implementation and optimization, including one or more non-ITIL frameworks - Strong data analysis and reporting capabilities - Proficiency in service management tools such as BMC Helix - High level of analytical, critical-thinking, and problem-solving skills - Effective communication skills, both written and verbal, oriented to Process and Project Management, Procedures, and Collaboration - Basic familiarity in one or more technical IT operations and support areas, e.g. networks, servers, workplace, applications, IT audit, cybersecurity, etc. - User level expertise with software/hardware capabilities for utilization of networks and data ## Additional Information Ready to drive with Continental? Take the first step and fill in the online application.