ITSM Systems Analyst

Quick Facts

• Role: ITSM Systems Analyst

• Focus: Functional ownership and development of an enterprise ITSM platform

Description

Take functional ownership of an enterprise ITSM platform and drive its ongoing development. Configure and improve ITSM workflows and processes (Incident, Request, Change, Knowledge, Service Catalog) while translating stakeholder needs into functional solutions. Coordinate upgrades/releases, run functional and user acceptance testing, and support resolution of incidents, errors, and service requests.

Responsibilities

• Functional administration and further development of the ITSM platform

• Configure and modify the system, workflows, and individual ITSM processes

• Manage and develop the service catalog and self-service portal

• Analyze internal team requirements and translate them into functional solution designs

• Implement new features and continuously improve the platform

• Collaborate on upgrades, changes, and system releases

• Prepare and coordinate functional testing and user acceptance testing

• Resolve incidents, errors, and service requests, including root-cause analysis

• Create and update process and system documentation

• Train users and prepare supporting materials

• Communicate with internal stakeholders, the system vendor, and implementation partners

Requirements

• Practical experience with administration or functional ownership of an ITSM platform

• Experience with configuration, customization, and upgrades of an ITSM system

• Very good knowledge of Incident, Request, Change, Knowledge, and Service Catalog Management

• Ability to analyze user needs and convert them into system/process solutions

• Experience working in a complex IT environment and communicating with multiple stakeholders

• Ability to work independently, manage priorities, and take responsibility for the assigned area

• Detail-oriented with strong documentation skills

• Fluent English for daily communication in an international environment

Benefits

• Engaging role with direct impact on ITSM platform operations and development

• International company environment with global reach

• Opportunity to collaborate with IT, business, and external partners

• Space for own proposals and continuous process improvement

• Permanent employment contract

• Annual bonus

• Hybrid working model: 2 days per week in the Prague office and 3 days from home

• Start date by agreement, ideally as soon as possible