IT Service Management Specialist

At Uni Systems, we are working towards turning digital visions into reality. We are continuously growing and we are looking for an IT Service Management Specialist to join our UniQue team.

What will you be doing in this role?

• Define the entire lifecycle for handling service requests, from submission through resolution.
• Establish clear categories, prioritization, and classification guidelines taking into account ITIL best practices.
• Integrate with existing IT systems and platforms to streamline request intake and fulfilment.
• Establish workflows for routine service request scenarios (e.g., hardware/software requests).
• Work with Purchaser’s stakeholders (e.g. Service Delivery Managers) to be aligned with supported IT services.
• Collaborate with Service Engineers to ensure self-service forms capture all necessary details for effective issue resolution.
• Design incident management processes to ensure swift detection, classification, prioritization, and resolution.
• Develop a framework for incident escalation and communication with affected users.
• Provide detailed documentation of all processes, workflows, Standard Operating Procedures (SOPs) & SOIs.
• Define automation opportunities for repetitive tasks, notifications, and escalations.
• Translate requirements into structured, functional specifications for form design.
• Regularly review, enhance, and optimize existing forms for improved efficiency.
• Implement improvements based on user experiences and operational needs.

What do you need to succeed in this position?

• Bachelor's degree in a relevant field & minimum 10 years of experience in IT Support.
• At least 10 years of experience in ITSM systems (e.g. ServiceNow, BMC Remedy) processes and best practices.
• Minimum of 5 years experience in process frameworks (e.g. Scrum, Agile).
• At least 5 years of experience with ITSM engine logic, modules and workflows, supporting forms and questionnaires.
• Proven experience with designing questionnaires and forms for ITSM SmartIT.
• Minimum of 5 years experience with analysis and documentation of business requirements.
• At least 5 years of experience with SharePoint, Office Suite and Microsoft Excel.
• Familiarity with scripting languages (e.g., JavaScript) is an advantage.

At Uni Systems, we are providing equal employment opportunities and banning any form of discrimination on grounds of gender, religion, race, color, nationality, disability, social class, political beliefs, age, marital status, sexual orientation or any other characteristics. Take a look at our Diversity, Equality & Inclusion Policy for more information.