ITSM Systems & Process Analyst

D-ploy is an IT and Engineering Solutions company with operations throughout the EMEA region including Switzerland, Germany, Czech Republic, Austria, UK, as well as the USA.

We pride ourselves on delivering innovative and superior services and solutions to numerous industry-leading clients. By building relationships and trusted partnerships within the IT community, we optimize our customers' IT productivity and contribute to the organization’s success and value.

We are interested in talking to engaging, flexible, and solution-oriented individuals who are looking to become part of a dynamically growing and international organization. We are focused on creating value where IT counts, join us!

Tasks and Responsibilities

As an ITSM Systems Analyst, you will be responsible for supporting, maintaining, and continuously improving the IT Service Management platform and related processes. You will work closely with internal teams, business stakeholders, and external partners to ensure the ITSM environment remains reliable, effective, and aligned with organizational requirements.

Your responsibilities will include:

• Manage and support the daily operation of the ITSM platform, ensuring system availability, performance, usability, and data accuracy.
• Gather and evaluate business and IT requirements and translate them into suitable platform configurations, workflows, and process improvements.
• Configure and maintain ITSM workflows, service catalog items, self-service portal functionality, and other platform components.
• Support the implementation of new ITSM functionalities and system enhancements in line with business priorities, internal standards, and the platform roadmap.
• Coordinate and execute functional testing, Quality Control activities, and User Acceptance Testing for system changes and releases.
• Investigate and resolve ITSM-related incidents, service requests, and system defects, including root cause analysis where required.
• Create and maintain documentation related to ITSM processes, configurations, procedures, and system changes.
• Ensure that the ITSM platform and self-service portal accurately represent current IT services, processes, and organizational structures.
• Support users through training, guidance, documentation, and other activities aimed at improving platform adoption and effective usage.
• Cooperate with ITSM vendors, implementation partners, and other external providers, coordinating requirements, priorities, issues, and deliverables.
• Identify opportunities to improve existing ITSM processes and platform capabilities and support their implementation.

Requirements

Must have

• Proven professional experience working within an IT Service Management environment, including hands-on responsibility for an ITSM platform or system.
• Experience with ITSM platform configuration, customization, maintenance, and upgrades.
• Strong analytical and problem-solving skills, with the ability to understand business and operational requirements and convert them into system and process solutions.
• Practical knowledge of key ITSM processes, including Incident Management, Request Management, Change Management, Knowledge Management, and Service Catalog Management.
• Experience working within complex IT environments involving multiple stakeholders, including IT teams, business users, and external service providers.
• Ability to work independently, manage multiple priorities, and take ownership of assigned responsibilities and platform outcomes.
• Strong documentation skills and attention to detail.
• Fluent English, both written and spoken.

Nice to have

• ITIL 4 Foundation certification or higher.
• Previous experience working within regulated or compliance-driven environments, such as pharmaceutical, life sciences, or GxP.
• Experience with self-service portal configuration, customization, and user experience improvements.
• Familiarity with Agile, iterative, or similar delivery methodologies.

Benefits

• Broad range of activities, tasks, and projects
• Flexible working conditions
• Paid sick days
• Vouchers (B-day voucher, wedding, and new born surprise)
• Contributions to wellness programs (multisport card)
• Fishing for Friends program – our referral program
• Further development and professional advancement
• Friendly and international working environment
• Company-sponsored events
• Competitive salary and various benefits

Is IT in your DNA?