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ITSM Engineer @Ergomed

[Hiring] ITSM Engineer @Ergomed

Mar 20, 2025 - Ergomed is hiring a remote ITSM Engineer. 💸 Salary: unspecified. 📍Location: Croatia.

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more.

Role Description

The key responsibilities of the IT Service Delivery Engineer include:

Administration, configuration, and optimization of the ITSM tool to meet the organization's needs.
Oversee the Incident and Problem Management process, ensuring that incidents are resolved within SLA and root causes are identified and addressed.
Support the creation and management of knowledge articles to improve resolution times.
Assist in planning and executing changes in the IT environment in accordance with the IT Change Management process.
Support the design and optimization of the service catalog, ensuring alignment with business needs and providing an intuitive user experience.
Manage service requests and ensure compliance with SLAs.
Develop and generate reports on IT service delivery performance, tracking metrics such as incident resolution time, service availability, and customer satisfaction.
Identify inefficiencies within ITSM processes and implement process improvements based on ITIL best practices.
Provide support and training to end-users on ITSM tool usage.
Work closely with IT operations, support teams, and business units to ensure alignment between IT service delivery and business objectives.
Assist in the development of service level agreements (SLAs) and ensure adherence.

Additional responsibilities:

Ensure that ITSM processes and tool usage comply with organizational policies, industry standards, and regulations.
Always available to the business as an escalation or contact point should the established channels fail to work effectively.

Qualifications

Bachelor’s degree in computer science, Information Systems Management or related field (or equivalent combination of education, training and experience).
ITIL Foundation certificate.
3-5 years of experience in similar roles.

Benefits

Training and career development opportunities internally.
Strong emphasis on personal and professional growth.
Friendly, supportive working environment.
Opportunity to work with colleagues based all over the world, with English as the company language.

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Before You Apply

️

📍	Be aware of the location restriction for this remote position: Croatia
‼	Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more.

Back to Remote jobs > All others

ITSM Engineer @Ergomed

All others

Salary 💸 unspecified	Remote Location Croatia
Job Type full-time	Posted Mar 20, 2025

️

📍	Be aware of the location restriction for this remote position: Croatia
‼	Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more.