Position: ITIL Specialst
Company: Infobit
Experience required: 2y
English level: intermediate

As an ITIL Manager, you will be responsible for the quality of service and support to:
•	Maintain high-performing service support functions with a focus on high-quality Services;
•	Supervise the Incident, Request, Change, and Escalate the processes, ensuring high levels of processes performance, accurate reporting, establishing service improvement activities, creating and maintaining process of documentation when required;
•	Monitor, control, and support service delivery; ensuring systems, methodologies, and procedures are in place and followed;
•	Developing a strong understanding of projects impacting your service area and ensuring service impact is minimized and agreed upon;
•	In collaboration with different teams and departments, design, set, and improve strategy for the Incident Management capability;
•	Design, plan and manage the workflow operating model and associated processes and procedures;
•	Monitor the effectiveness of service management, make recommendations and drive the continuous improvement of the service quality management capability;
•	Coordinate and optimize interfaces between incident management and the other service management processes to ensure consistent and effective running of Service Delivery;
•	Design and maintain the systems and tools for quality of services.

We are looking for a person who:
•	ITIL Qualified, Knowledge of ITIL disciplines;
•	Will to support and mentor junior staff;
•	Able to manage, strongly prioritize tasks and manage time;
•	Able to demonstrate initiative and a proactive approach to the daily task;
•	Understand workflow concepts;
•	Organized, flexible, and able to juggle multiple priorities.

Preferred Qualifications:
•	2 + years of ITIL related experience;
•	ITIL experience or certification (V3 or greater);
•	ITSM management - Jira Service Desk administration experience;
•	High-level knowledge and proficiency in project management methodologies and tools, resource management practices, and change management techniques;
•	Demonstrated ability to work with multiple stakeholders and prioritize requests;
•	Meticulous, results-oriented, and able to see projects and initiatives through from inception to final delivery;
•	Experience in a PaaS/SaaS environment.