IT Service Management- Xurrent/4Me

Job Summary:

We are seeking an experienced IT Service Management (ITSM) Responsible to oversee our outsourced Service Desk, drive the evolution of ourITSM tool xurrent (formerly 4me), and maintain our IT Service Catalog in collaboration with department heads. The ideal candidate will have a strong background in ITSM processes, ITSM tool ownership, automation, and service catalog management.

Role & responsibilities

Outsourced Service Desk Management (30%)

• Oversee the performance of the outsourced Service Desk provider, ensuring adherence to SLAs and continuous service improvement.
• Act as the primary liaison between the company and the Service Desk provider.
• Monitor ticket resolution efficiency and customer satisfaction.
• Identify and implement improvements in Service Desk processes and escalation procedures.

ITSM Tool Ownership & Development (40%)

• Act as the primary owner of FEVs ITSM Tool, ensuring optimal configuration and performance.
• Drive internal and external resources to develop and establish workflows, integrations, and automations within xurrent (formerly 4me) to enhance ITSM efficiency.
• Design and ensure implementation of request templates and process improvements within the ITSM tool.
• Ensure compliance with ITIL best practices and company standards.
• Work closely with IT teams to continuously improve ITSM capabilities and automation initiatives.

IT Service Catalog Maintenance (30%)

• Maintain and update the IT Service Catalog in close collaboration with department heads offering IT services.
• Ensure that service descriptions, SLAs, and support details are accurate and up to date.
• Define and implement governance for the service catalog to ensure alignment with business needs.
• Drive standardization and optimization of IT service offerings.

Qualifications & Skills:

• Bachelor's degree in Information Technology, Computer Science, or a related field.
• Proven experience in IT Service Management, including Service Desk oversight and ITSM tool ownership.
• Hands-on experience with ITSM tools, preferably, but not necessarily xurrent (formerly 4me), including design and implementation of workflow automation, integrations, and request template design.
• Proven experience in people and resource management, both internal resources and international external partners.
• IT Asset Management, IT Project Management experience
• Strong understanding of ITIL frameworks and best practices.
• Experience in managing third-party service providers and outsourced support teams.
• Excellent communication skills, with the ability to collaborate effectively with both technical and non-technical stakeholders.
• Strong analytical and problem-solving abilities.
• Experience with scripting and automation is a plus.