ITSM Specialist

Continental

2d•Hybrid

About The Position

We are seeking a detail-oriented and analytical ITSM Specialist to join our team. As an ITSM Specialist, you will be responsible for maintaining and improving IT service management processes and applications, ensuring efficient and consistent delivery of IT services across the organization. He/she is a key player in the ITSM community, working closely with ITSM role holders to optimize processes, tools, and standards for high-quality service delivery.

Requirements

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
Working knowledge with one major ITSM tool suite (e.g. ServiceNow, BMC Helix, HPSM, MS Service Manager)
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
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
Familiarity with automation and AI concepts in the ITSM context

Responsibilities

Support the IT Service Management lifecycle in line with ITIL standards and ContiTech best practices.
Maintain and support ITSM applications, ensuring their availability, reliability, and continuous enhancement.
Act as the Primary Point of Contact (PPOC) for a designated Competence Center, addressing and supporting all ITSM-related topics and concerns.
Coordinate and actively engage with the ContiTech ITSM Community, fostering collaboration and knowledge sharing.
Support the usage, adoption, and continuous improvement of ITSM-related tools, such as service management platforms.
Monitor process performance and compliance, and contribute to the development of reports and dashboards.
Participate in audits, assessments, and process reviews to ensure process maturity and alignment with compliance requirements.
Drive continuous improvement initiatives, including the identification and implementation of AI solutions for ITSM use cases.