INGROUP, is currently seeking on behalf of its client, a company in the field of electricity, a ,

Junior ITSM & Demand Process Analyst

Role: As a Junior ITSM & Demand Process Analyst you will support the efficient operation of IT services and help manage and prioritize IT demands from business units.  

 What you will do:

•    Support in the daily operations of ITSM processes (Incident, Change, Service Request, Problem etc.)
•    Gathering and basic data processing from ServiceNow
•    Recording, monitoring and basic analysis of new business requests (demands)
•    Collaborate with colleagues from different departments to gather information and document requests
•    Participate in the maintenance and update of the ITSM platform (ServiceNow)
•    Assist in creating reports and dashboards with key performance indicators (KPIs)
•    Support in workshops or meetings to improve processes or record requirements
•    Compliance with key IT Governance & Quality policies

Required Qualifications:

•    Degree in Computer Science, or Computer Engineering or similar subject
•    1-3 years of experience in an IT environment or internship/practicum in a relevant role
•    Understanding of basic ITSM and ITIL concepts
•    Knowledge of MS Excel and basic reporting/analysis tools

Desirable Qualifications:

•    Experience with ITSM tools (e.g. ServiceNow, Jira Service Management)
•    Participation in projects related to service delivery, support or process optimization
•    Understanding of IT organisation structures and governance principles
•    Any certifications (ITIL 4 Foundation, ServiceNow Fundamentals, COBIT)
•    Ability to work in teams and good organizational thinking
•    Excellent knowledge of English (written and spoken)
•    Ability to understand business requirements and technical descriptions

What we offer:

• Competitive Salary
• Continuous education
• Ability to work with global leaders and tools