ITSM Process and Tool Manager

As ITSM Process and Tool manager in Arelion, you will be accountable for effective ITSM processes and an ITSM platform that enable consistent incident, problem, change, and request management. The role aligns process governance, tool configuration, integrations, access, reporting, and continual improvement to reliable service delivery and evolving business needs.

Arelion operates a complex IT environment consisting of a DC/IaaS hybrid running a variety of applications, both COTS and in-house developed. We depend on highly skilled people in Arelion and within our support partners to be able to follow efficient processes every day to keep lights. They need the best possible tooling to join forces to solve incidents, investigate complex problems, and handle planned changes. This is where the ITSM Process and Tool manager can make a big difference. You will take over a working foundation, govern it over time, and improve to facilitate even better collaboration and increase efficiency. ​

Job Requirements

• At least five years of relevant IT service, operations, support, or ITSM experience in a managed-service environment
• Strong practical knowledge of ITIL processes and experience delivering service quality within an ITIL framework
• Experience administering and configuring ITSM platforms (preferably Freshservice), including workflows, access roles, integrations, dashboards, and reports to facilitate efficient ways of working with incidents, problems, and changes.
• Understanding of IT infrastructure, operating systems, AWS, data centre technologies, VMware, CMDB, monitoring, and asset-management concepts
• Strong written and spoken English, stakeholder communication, vendor coordination, planning, organisation, and structured problem-solving
• Bachelor’s degree or equivalent experience, with ITIL Foundation certification beneficial

Job Responsibilities

• Govern and improve Incident, Problem, Change, and Request Management processes within the ITIL framework
• Maintain and configure the ITSM platform to support approved service-management processes and workflows
• Align forms, workflows, dashboards, and reports with organisational and stakeholder needs
• Manage platform roles, permissions, and access controls for secure and appropriate use
• Coordinate integration of the ITSM platform with monitoring, CMDB, asset-management, event/alarm sources, and other relevant systems
• Monitor process and tool performance, service-level compliance, and data quality, and address identified issues
• Collaborate with infrastructure, application, engineering, support, service-delivery, and supplier stakeholders
• Maintain clear process, configuration, and operating documentation
• Identify and implement opportunities to simplify, standardise, and optimise IT service management

Job Benefits

• Annual performance/KPI based bonus
• ATK - work time shortening
• Wellness contribution
• Pension plan