Jobs / Automation Jobs / IT Service Officer
MIGRATIONIT -
Egypt , Cairo
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MIGRATIONIT
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Job Details

  • Collaborate with IT/business teams to ensure that the tools are configured to meet the needs of the organization, following ITIL processes.
  • Work with stakeholders to define requirements and design workflows within the ITSM tools.
  • Continuously evaluate the performance and effectiveness of ITSM tools and identify areas for improvement.
  • Optimize processes within the ITSM platform to ensure maximum efficiency in incident, problem, change, and service request management.
  • Implement automation and custom reporting to streamline operations and improve service delivery.
  • Provide training and support to end-users and IT/business staff on how to use the ITSM tools effectively.
  • Create user documentation, guides, and knowledge base articles related to tool usage.
  • Troubleshoot any issues related to the tool and provide timely resolutions to users.
  • Responsible for the integration of ITSM tools with other enterprise systems (e.g., monitoring tools, asset management, identity management systems).
  • Collaborate with development teams to ensure seamless data flow and alignment between ITSM tools and other IT management systems.
  • Ensure the accuracy and integrity of data within the ITSM tool.
  • Ensure that SLAs, workflows, and escalation paths are correctly configured to support service level objectives.
  • Manage user access and permissions within the ITSM tools to ensure appropriate security and compliance.
  • Perform regular system maintenance, upgrades, and patches to ensure that the ITSM tool remains secure and functional.
  • Ensure that the ITSM tool is in compliance with industry standards, best practices, and organizational policies.
  • Promote ITIL-aligned practices within the tool to ensure effective service delivery and management.
  • Provide configuration, integration, and management of ITSM tools to ensure that they support the organization's needs and workflows.

Requirements
  • Bachelor’s degree in information technology, Computer Science, Business Analytics, or a related field (or equivalent work experience).
  • 2-6 years of experience in data analysis, business analysis, or IT service management.
  • Experience working with ITSM tools and platforms (e.g., ServiceNow, BMC Remedy, Jira) to track and report on IT services.
  • Familiarity with ITIL processes, particularly in service management, incident management, and SLA management.
  • Proven experience in creating reports and dashboards for management and business stakeholders.
  • Proficiency with data analysis tools and techniques (e.g., Excel, Power BI, Tableau).
  • Strong analytical skills with the ability to interpret complex data sets and identify actionable insights.
  • Knowledge of SQL or other database query languages is a plus.
  • ITIL Foundation certification (preferred).
  • Additional certifications in data analysis or business intelligence (e.g., Microsoft Certified: Data Analyst Associate) are a plus.

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Egypt, Cairo
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