IT Service Management Junior Analyst

JOB PURPOSE MSC IT Department is seeking a motivated and detail-oriented Service Management Junior Analyst to support the delivery and continuous improvement of IT services across the organization. The Service Management Junior Analyst will work closely with Service Managers, IT Operations teams, business stakeholders, and external service providers to ensure the effective delivery of IT services. The role focuses on monitoring service performance, supporting ITSM processes, coordinating operational activities, tracking service KPIs, and contributing to service improvement initiatives. The successful candidate will play a key role in ensuring service quality, adherence to service level agreements (SLAs), and alignment between IT services and business needs while gaining broad exposure to service management practices within a global enterprise environment. KEY ACCOUNTABILITIES Service Operations Support • Support the execution and continuous improvement of IT Service Management processes, including Incident, Problem, Change, Request, and Service Level Management. • Monitor service performance against agreed service levels and operational targets. • Assist in coordinating day-to-day operational activities between IT teams, service providers, and business stakeholders. • Ensure incidents and service requests are correctly tracked, prioritized, and escalated when required. Service Reporting & Governance • Prepare regular service reports, dashboards, and KPI metrics for management review. • Support the collection and analysis of service performance data. • Assist in identifying service trends, recurring issues, and improvement opportunities. • Contribute to service review meetings by preparing documentation and follow-up actions. Stakeholder Coordination • Act as a point of coordination between business users, IT teams, and external vendors. • Support communication activities regarding service interruptions, planned maintenance, and operational updates. • Assist in managing vendor performance against contractual service obligations and SLAs. Continuous Service Improvement • Support Continuous Service Improvement (CSI) initiatives aimed at enhancing service quality and operational efficiency. • Participate in root cause analysis activities for major incidents and recurring service issues. • Maintain process documentation, knowledge base articles, and operational procedures. • Contribute to the definition and implementation of service management best practices. Operational Excellence • Assist in ensuring compliance with IT governance, security, and service management standards. • Support audits and service assessments when required. • Participate in operational projects and service transition activities. • Collaborate with globally distributed teams to support service delivery and issue resolution. QUALIFICATIONS (skills, competencies, experience) Education • Bachelor's Degree in Computer Science, Information Systems, Engineering, Business Information Systems, or a related discipline. Experience • 5+ years of experience in IT Operations, Service Management, IT Support, or related IT functions. • Experience with IT Service Management tools (e.g., ServiceNow, Jira Service Management, BMC Remedy, or similar) is considered an advantage. • Exposure to enterprise IT environments is a plus. Technical Skills • Good understanding of IT Service Management (ITSM) principles and ITIL best practices. • Basic understanding of incident, problem, change, and service request management processes. • Familiarity with service reporting and KPI tracking. • Basic knowledge of Microsoft Office tools, particularly Excel and PowerPoint. • Understanding of IT infrastructure, applications, and support services is an asset. Soft Skills • Strong analytical and problem-solving mindset. • Excellent organizational and coordination skills. • Effective written and verbal communication skills. • Ability to work collaboratively across teams and stakeholders. • Customer-oriented approach with attention to service quality. • Willingness to learn and grow within the Service Management discipline. Languages • Fluent in English, both spoken and written. • Additional European languages are considered an advantage. VISA REQUIREMENTS Right to work in Italy WHAT WE OFFER In compliance with the applicable pay transparency legislation, the following information is provided regarding the initial compensation foreseen for the position. Contract • Type of contract: Permanent • Hybrid working model: 2 days per week remotely • Applicable Collective Labour Agreement (CCNL): “Addetti agli uffici ed ai terminals delle società di navigazione che esercitano l’armamento privato” – sez. personale di terra • Gross annual salary (RAL): between €32.000 – €39.000 gross per year, paid over 14 monthly installments • Meal vouchers: worth €8 per on-site working day The offer in terms of salary will be determined based on the candidate’s professional experience, technical competencies, and the level of autonomy and responsibility assigned to the role. Welfare&Wellbeing We offer a range of Welfare&Wellbeing Initiatives as well as benefits including Productivity award, Health Insurance, Learning opportunities, flexible working hours, Employee Assistance Programme, Discounts & Partnerships within the MSC group. Our commitment We are committed to building a future that values diverse perspectives, embraces the world beyond borders, and fosters an inclusive environment where every individual feels valued, respected and empowered to be their authentic selves. Our commitment extends to taking meaningful, measurable actions that have a long-term positive impact on our guests, our employees and our planet. Ready to turn your passion into something extraordinary? Join us at MSC Cruises, where new opportunities await. Apply today to be part of a global team that is pushing boundaries and achieving something remarkable. Your journey starts here!