ph3Job Purpose /h3 pMSC 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. /p h3Key Accountabilities /h3 h3Service Operations Support /h3 ul liSupport the execution and continuous improvement of IT Service Management processes, including Incident, Problem, Change, Request, and Service Level Management. /li liMonitor service performance against agreed service levels and operational targets. /li liAssist in coordinating day-to-day operational activities between IT teams, service providers, and business stakeholders. /li liEnsure incidents and service requests are correctly tracked, prioritized, and escalated when required. /li /ul h3Service Reporting Governance /h3 ul liPrepare regular service reports, dashboards, and KPI metrics for management review. /li liSupport the collection and analysis of service performance data. /li liAssist in identifying service trends, recurring issues, and improvement opportunities. /li liContribute to service review meetings by preparing documentation and follow-up actions. /li /ul h3Stakeholder Coordination /h3 ul liAct as a point of coordination between business users, IT teams, and external vendors. /li liSupport communication activities regarding service interruptions, planned maintenance, and operational updates. /li liAssist in managing vendor performance against contractual service obligations and SLAs. /li /ul h3Continuous Service Improvement /h3 ul liSupport Continuous Service Improvement (CSI) initiatives aimed at enhancing service quality and operational efficiency. /li liParticipate in root cause analysis activities for major incidents and recurring service issues. /li liMaintain process documentation, knowledge base articles, and operational procedures.



/li liContribute to the definition and implementation of service management best practices. /li /ul h3Operational Excellence /h3 ul liAssist in ensuring compliance with IT governance, security, and service management standards. /li liSupport audits and service assessments when required. /li liParticipate in operational projects and service transition activities. /li liCollaborate with globally distributed teams to support service delivery and issue resolution. /li /ul h3QUALIFICATIONS (skills, Competencies, Experience) /h3 h3Education /h3 ul liBachelor's Degree in Computer Science, Information Systems, Engineering, Business Information Systems, or a related discipline. /li /ul h3Experience /h3 ul li5+ years of experience in IT Operations, Service Management, IT Support, or related IT functions. /li liExperience with IT Service Management tools (e.g., ServiceNow, Jira Service Management, BMC Remedy, or similar) is considered an advantage. /li liExposure to enterprise IT environments is a plus. /li /ul h3Technical Skills /h3 ul liGood understanding of IT Service Management (ITSM) principles and ITIL best practices. /li liBasic understanding of incident, problem, change, and service request management processes. /li liFamiliarity with service reporting and KPI tracking. /li liBasic knowledge of Microsoft Office tools, particularly Excel and PowerPoint. /li liUnderstanding of IT infrastructure, applications,



and support services is an asset. /li /ul h3Soft Skills /h3 ul liStrong analytical and problem-solving mindset. /li liExcellent organizational and coordination skills. /li liEffective written and verbal communication skills. /li liAbility to work collaboratively across teams and stakeholders. /li liCustomer-oriented approach with attention to service quality. /li liWillingness to learn and grow within the Service Management discipline. /li /ul h3Languages /h3 ul liFluent in English, both spoken and written. /li liAdditional European languages are considered an advantage. /li /ul h3Visa Requirements /h3 ul liRight to work in Italy /li /ul h3What

We Offer
/h3 pIn compliance with the applicable pay transparency legislation, the following information is provided regarding the initial compensation foreseen for the position. /p h3Contract /h3 ul liType of contract: Permanent /li liHybrid working model: 2 days per week remotely /li liApplicable Collective Labour Agreement (CCNL): "Addetti agli uffici ed ai terminals delle società di navigazione che esercitano l’armamento privato"
- sez. personale di terra /li liGross annual salary (RAL): between €32.000
- €39.000 gross per year, paid over 14 monthly installments /li liMeal vouchers: worth €8 per on-site working day /li /ul h3WelfareWellbeing /h3 pWe offer a range of WelfareWellbeing Initiatives as well as benefits including Productivity award, Health Insurance, Learning opportunities, flexible

working hours
, Employee Assistance Programme, Discounts Partnerships within the MSC group. /p h3Our commitment /h3 pWe are committed to building a future that values diverse perspectives, embraces the world beyond borders, and fosters an inclusive environ

📌 IT Service Management Junior Analyst (Italia)
🏢 Msc Cruises
📍 Italia