IT Service Management Assistant

The IT Service Management Assistant provides first-line IT support, manages service requests, conducts quality assurance, and supports IT service management processes within the International Court of Justice's ICT Division. The role involves business analysis, customer satisfaction reviews, vendor management, and technical training for end users.

Responsibilities

• Contributes to providing end users with first-line support and technical assistance.
• Receives and logs service requests in the automated request management system.
• Performs quality assurance procedures to ensure client satisfaction; addresses or escalates problems and monitors their resolution.
• Detects problems from incident patterns and recommends solutions.
• Keeps abreast of the latest IT service management standards and technologies; drafts documentation and reports.
• Conducts and manages customer satisfaction reviews and analysis, including the preparation and maintenance of the business customer survey questionnaire.
• Conducts periodic meetings with business units, business partners, IT management, and stores operations.
• Understands key stakeholders and patterns of influence within the organization, and targets the right stakeholders at the right time.
• Maintains detailed knowledge of key business processes and how they are supported by technology.
• Ensures alignment between the IT strategy and the Court’s practices.
• Leads project prioritization, particularly through cost-benefit analysis, to proactively manage business demand.
• Keeps contract and vendor information up to date in a specialized database.
• Plans, organizes, directs and/or performs field contracting and/or purchasing activities.
• Serves as a role model for the team by reinforcing organizational goals and demonstrating respect for others.
• Conducts business analysis, outlining problems, opportunities and solutions for the business.
• Determines operational objectives by studying business functions, gathering information and evaluating output requirements and formats.
• Creates workflow charts and diagrams, assesses system capabilities and draws up specifications.
• Improves systems by reviewing current practices and designing modifications.
• Recommends controls by identifying problems and drafting improved procedures.
• Contributes to team efforts by carrying out related tasks as needed.
• Conducts and co-ordinates financial, product, market, operational and other relevant research to support strategic and business planning within the various departments and programmes of the client group.
• Interprets, evaluates and correlates research data and develops integrated business analyses and projections for incorporation into strategic decision-making.
• Performs daily, weekly and monthly reviews and analyses of current processes using operational metrics and reports.
• Reviews a variety of areas including operations, purchasing, inventory, distribution and facilities.
• Understands and communicates the financial and operational impact of any changes.
• Defines business requirements and communicates them to stakeholders.
• Ensures on-site IT support.
• Acts as an escalation point for problem resolution and prioritization.
• Organizes and provides technical training for end users.
• Performs other duties as required.

Requirements

• High school diploma or equivalent is required.
• A university degree in Computer Science, Information Technology, Software Engineering, or related areas is desirable.
• ITIL 4 certification is required.
• Knowledge and/or training in agile frameworks and methodologies, and how they are used to define the scope of solutions through functional requirements is desirable.
• At least seven (7) years of experience in IT service management or related area is required.
• The minimum years of relevant experience is reduced to five (5) years for candidates who possess a first-level university degree or higher.
• Experience with the implementation, optimization and standardization of IT processes (ITIL) is required.
• Experience in performing a project management role to improve IT processes, procedures, documentation and tooling (based on ITIL) is required.
• Experience working under pressure (escalations, major incidents), setting priorities and managing time effectively is desirable.
• Experience in supporting multiple IT solutions (Microsoft knowledge) and devices (laptops, mobiles, video equipment) is desirable.

Skills

• ITIL Certification
• IT Service Management
• IT Process Implementation
• IT Process Optimization
• IT Process Standardization
• Project Management
• Functional Requirements Analysis
• Agile Frameworks
• IT Support
• Quality Assurance
• Customer Satisfaction Review
• Vendor Management
• Technical Training Delivery
• Microsoft Solutions Support
• Device support
• Incident Management

Languages

English, French