PRIMARY FUNCTIONS/RESPONSIBILTIES Key Activities:
ITSM
- Arranging dispatching of requests and request processing
- Reporting and analyzing the Service Desk
efficiency and effectiveness
Process support administration:
- Service requests management
- Incidents management
- Change request management
- Problem management
- Knowledge management
- Service catalog management
- Service configuration management and
CMDB
- Service level management
- SLA controlling
- Monitoring customer feedback
- Project activities related to continuous
improvement of the ITSM Work Location:
Onsite Reports to:
ITSM BU Head Last Update:
Dec 20, 2023 Main Purpose:
The main goal of this role is organizing the work of ITSM service: monitoring and maintaining the process of
support for clients and users, providing support and services for Service Desk
LUKOIL Technology Services GmbH, Burgas and DANUBE TECHNICAL SERVICES DMCC (DTS DMCC), Baku Required competencies:
- Higher education degree in Computer Science or related subjects (BS, MS is desirable)
- Experience in level 1 and level 2 support
- Experience participating in IT projects
- BPMN – development of process models
- HTML/CSS – Basic Knowledge
- Python and/or PowerShell – reading and writing scripts
- Java Script – basic knowledge (reading and writing
scripts)
- SQL – Writing Simple Queries
- Working proficiency with MS Windows, M365 (desirable)
- Proficiency in using MS Excel (incl. Pivot tables)
- Knowledge and understanding of the basics of ITIL, availability of the ITIL Foundation certificate
- Experience with development of metrics and KPIs
- Experience with development of reports and presentation of results
- Process control experience
- Experience in process improvement and
development of new processes
- Experience interacting with business clients
- Proficiency in English at a level not lower than B2
Additional requirements:
- At least 3 years of experience with Service Desk systems (BMC Remedy, Servicedesk PLus/MSP, etc.)
- Power BI experience as an advantage
- Experience in the development of process
documentation, instructions, presentations
- Experience in developing requirements, setting tasks for development and acceptance of results
- Understanding the Testing Process
