**Description of the Job**
- _Cooperating with the technical and operational teams, designs, drafts, reviews and releases new technical documentation, work instructions and procedures, for services under delivery or in production.
Coordinates internal or external technical writers that provide support to this process._
- _Supervises and coordinates the review and evolution of existing technical documentation, work instructions and procedures, with the aim of keeping it up-to-date with new technical solutions and troubleshooting practices, and to guarantee adherence to defined KPIs_
- _Organizes the integration and interaction of troubleshooting and escalation flows and processes with the ITSM tools and monitoring tools, in order to attain an efficient and swift handling of tickets, alarms and escalations_
- _Acts as a reference point, in the technical department, for ISO-related compliance activities involving documentation and work instructions_
- _Approves the maintenance planned by the operational teams, evaluating impacts to the services._
- _Supervises the availability categorizing the root cause of the impacted events_
- _Analyze the KPIs of infrastructural events and customer support requests proposing actions to reduce recurring events, mismanagement, and escalation to operational teams by enabling the service desk to resolve events autonomously improving customer satisfaction_
- _Proposes improvements of the tools reducing the effort of the teams involved in the operations._
- _Supervises and ensures that all Operational Reports are effective and efficient for all services in production_
- _Be accountable for service availability reports_
**Requirements**:
- _Strong analytical skills and meticulous attention to detail_
- _Good understanding of Incident, Event, Problem and Change Management processes, with respect to the ITIL practices (ITIL certifications are an asset)_
- _Familiarity and experience with ITSM, business intelligence, cooperation/documentation tools, e.g.
Atlassian Confluence, Jira, Tableau, ServiceNow), and with standard business software (e.g.
MS Office suite)_
- _Fluent in English and Italian languages, written and oral; strong interpersonal communication skills_
Contratto di lavoro: Apprendistato
Stipendio: €27.000,00 - €29.000,00 all'anno
Benefit:
- Buoni pasto
- Cellulare aziendale
- Computer aziendale
Orario:
- Dal lunedì al venerdì
Lingua:
- Inglese (Obbligatorio)