ITSM Process & Tool Manager
$30,360–$30,360 year
Hybrid · Levice, Nitra Region, Slovakia
Job Summary
ITSM Process & Tool Manager responsible for owning and continuously improving the ITSM tool (USM), configuring ITSM modules (Incident, Request, Change, Problem, CMDB), defining and managing roadmaps/backlogs, enabling standardized ITSM processes, generating reports, coordinating releases with vendors, and providing user training/documentation. Requires 3–7 years of ITSM experience, strong ITIL knowledge, and hands-on ITSM configuration with a focus on translating business needs into scalable IT solutions. Hybrid work arrangement in Levice, Slovakia, with flexible home-office two days a week and an indefinite employment contract. Benefits include 13th salary, annual bonus, leave, pension contributions, relocation not specified, and various tec/education perks.
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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