IT Service Management Specialist, Espoo

About the role

In this role, your main focus will be on the daily essentials of IT service management. You will start with the core responsibilities of 1st level support: resolving incoming support requests, actively tracking ticket statuses, and routing more complex issues to the correct technical teams.

As you get a solid grip on the daily routines and your understanding of the organization grows through hands-on work, you will have the opportunity to expand your responsibilities and take on more independent workflows. Looking ahead, the team also plans to introduce AI and automation into ticket handling later on, which will offer you a chance to develop your skills further alongside your core duties.

You are offered

• A great chance to grow and get more responsibility in your role.
• Valuable experience in an interesting and global company.
• A chance to learn new skills with AI and automation.

Work tasks

• Ticket Resolution & triage: efficiently resolve support requests, track ticket status, report service delivery times and drive cross-team coordination to resolve complex issues.
• ServiceNow governance: provide support across multiple core ServiceNow modules and ensure high CMDB data quality through configuration oversight and corrective actions.
• Documentation & knowledge Base: ensure all required documentation and Knowledge Base articles related to ITSM services are updated, structured, and followed.
• Process Improvement: contribute to continuous service and process improvement initiatives. Drive minor enhancements across workflows and automation 
• Stakeholder Collaboration & training: collaborate continuously with process owners and technical teams, and organize training or presentations for stakeholders regarding new features and ITIL practices.

We are looking for

We are looking for someone who catches on quickly and possesses a strong customer-service mindset. While you will learn the organization's internal structures on the job, the ServiceNow tool itself must be familiar from day one.

Requirements:

• Mandatory hands-on experience with ServiceNow technologies and tools.
• A Bachelors or Masters degree in IT, Business Administration, or a similar relevant field.
• A knowledge of ITIL, ITSM, and general service management practices.
• Excellent written and spoken English (the official working language).

Merits / Strong pluses:

• Prior experience in writing and managing Knowledge Base articles.
• Some knowledge or a keen interest in AI and automation within IT support.
• A background in coaching, training, or teaching (helps with stakeholder onboarding).
• First-hand experience working in an international role.

Our recruitment process

This recruitment process is handled by Academic Work and it is our client’s wish that all questions regarding the position is directed to Academic Work.

Our selection process is continuous and the advert may close before the recruitment process is completed if we have moved forward to the next phase. The process includes two tests: one personality test and one cognitive test. The tests are tools to find the right talent for the right position, to enable equality, diversity, and a fair process.