PRIORITY, one of the largest and fastest growing Management and IT consulting firms in Greece, is presently seeking a highly skilled ITSM Engineer for the banking sector on behalf of a prestigious client.
This role is part of the bank’s IT Service Management team and is responsible for keeping IT service information accurate and accessible to stakeholders. It also focuses on designing, implementing, and improving IT service management processes.
This involves close collaboration with IT teams, stakeholders, and business units to ensure that service management processes follow ITIL principles.
In this position, you will take on the responsibilities of a Service Catalogue Manager, helping to optimize workflows, enhance service performance, and support the consistent and effective delivery of IT services.
Key Responsibilities:
- Oversee and update the Service Catalogue to accurately represent active IT services, their business relevance, and associated service-level agreements.
- Support the creation of procedures, workflows, and documentation that guide IT operations in line with the IT Operating Model, internal governance, and recognized industry standards.
- Assist in reviewing current processes to pinpoint inefficiencies and explore opportunities for automation and optimization, using IT Governance tools to enhance process performance.
- Work with various stakeholders—including IT teams, business departments, and service vendors—to define service needs and ensure alignment between IT capabilities and business objectives.
- Lead workshops, deliver presentations, and conduct training sessions to promote the successful rollout and adoption of new or revised processes.
- Ensure all process documentation—such as workflows, models, user guides, and training materials—is current and comprehensive.
Requirements
- A bachelor's degree in Information Technology, Computer Science, or a closely related discipline.
- Understanding of ITIL practices, with exposure to additional frameworks such as COBIT or ISO standards.
- 2 to 5 years of experience in roles such as IT service management, business analysis, or process improvement—ideally within the IT sector or banking industry.
- Proven ability to analyze complex issues and develop practical solutions.
- Well-developed organizational and communication skills, including the ability to present ideas clearly.
- Capable of handling multiple projects simultaneously while effectively prioritizing tasks.
- Skilled in building and maintaining strong working relationships with internal teams and external partners.
- Comfortable working independently as well as collaborating within a team setting.
- Familiarity with IT service management platforms such as SMAX, ServiceNow, or BMC Remedy is a plus.
- Holding certifications like ITIL, BPMN, or Prince2 is an added advantage.
Benefits
- Competitive remuneration package.
- Continuous learning & development opportunities.
- Dynamic and friendly/inclusive working environment.