ITSM Process & Tool Manager
Hybrid · Bratislava, Bratislava Region, Slovakia
Job Summary
Own and continuously improve the ITSM tool (USM), ensuring alignment with ITIL processes and business needs. Act as the main point of contact; manage the roadmap, backlog, and enhancements of the ITSM platform. Configure and administer ITSM modules (Incident, Request, Change, Problem, CMDB), including workflows, SLAs, and automation. Drive process enablement and standardization across teams; collaborate with stakeholders and support audits/compliance. Deliver reporting and insights, coordinate releases with vendors, and provide training/documentation for users.
Required Qualifications
- 3–7 years in ITSM/Service Desk/IT ops with hands-on ownership or administration of an ITSM tool
- Strong knowledge of ITIL processes (Incident, Request, Change, Problem) and ITIL Foundation (preferred)
- Proven experience in ITSM configuration (modules, workflows) and translating business needs into system solutions
- Experience with reporting, dashboards, and data analysis within ITSM tools
- Strong analytical, communication, and structured working style; able to balance operations with continuous improvement
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