Senior Specialist/Engineer Service Operations
SITA Switzerland SàrlMatch Score
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Job Description
Structured overview of role & requirementsAbout This Role
Own end-to-end incident and service request management from logging through resolution or handover, ensuring clear customer communication throughout.
Leverage ServiceNow workflows, AI-assisted tools, and standardized processes to provide consistent global IT support while identifying automation gaps and continuous improvement opportunities.
Monitor service intelligence data, recognize trends for escalation, and contribute to workforce transformation by adopting new tools and sharing operational feedback.
Minimum Requirements
5+ years of experience in Service Desk, technical support, customer support or operations.
Proven experience with incident handling, troubleshooting, escalation, and customer communication.
Familiarity with ITSM workflows, dashboards and ITIL Foundation certification or equivalent ITSM knowledge.
Experience or familiarity with ServiceNow, AI-assisted support, automation tools, or service configuration data is preferred but not explicitly mandatory.
Ideal Candidate Profile
Experienced in managing global, 24/7 IT service desk operations with strong ownership of incident resolution and customer outcomes.
Comfortable using and optimizing ITSM tools like ServiceNow and AI-assisted workflows to enhance operational efficiency and customer satisfaction.
Able to analyze service data for predictive awareness, identify automation gaps, and actively contribute to continuous improvement and workforce transformation initiatives.