IT Service Officer

Collaborate with IT/business teams to ensure that the tools are configured to meet the needs of the organization, following ITIL processes. Work with stakeholders to define requirements and design workflows within the ITSM tools. Continuously evaluate the performance and effectiveness of ITSM tools and identify areas for improvement. Optimize processes within the ITSM platform to ensure maximum efficiency in incident, problem, change, and service request management. Implement automation and custom reporting to streamline operations and improve service delivery. Provide training and support to end-users and IT/business staff on how to use the ITSM tools effectively. Create user documentation, guides, and knowledge base articles related to tool usage. Troubleshoot any issues related to the tool and provide timely resolutions to users. Responsible for the integration of ITSM tools with other enterprise systems (e.g., monitoring tools, asset management, identity management systems). Collaborate with development teams to ensure seamless data flow and alignment between ITSM tools and other IT management systems. Ensure the accuracy and integrity of data within the ITSM tool. Ensure that SLAs, workflows, and escalation paths are correctly configured to support service level objectives. Manage user access and permissions within the ITSM tools to ensure appropriate security and compliance. Perform regular system maintenance, upgrades, and patches to ensure that the ITSM tool remains secure and functional. Ensure that the ITSM tool is in compliance with industry standards, best practices, and organizational policies. Promote ITIL-aligned practices within the tool to ensure effective service delivery and management. Provide configuration, integration, and management of ITSM tools to ensure that they support the organization's needs and workflows. Requirements Bachelor’s degree in information technology, Computer Science, Business Analytics, or a related field (or equivalent work experience). 2-6 years of experience in data analysis, business analysis, or IT service management. Experience working with ITSM tools and platforms (e.g., ServiceNow, BMC Remedy, Jira) to track and report on IT services. Familiarity with ITIL processes, particularly in service management, incident management, and SLA management. Proven experience in creating reports and dashboards for management and business stakeholders. Proficiency with data analysis tools and techniques (e.g., Excel, Power BI, Tableau). Strong analytical skills with the ability to interpret complex data sets and identify actionable insights. Knowledge of SQL or other database query languages is a plus. ITIL Foundation certification (preferred). Additional certifications in data analysis or business intelligence (e.g., Microsoft Certified: Data Analyst Associate) are a plus.