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 resolution, including diagnosis, escalation, and ensuring customer communication until closure or approved handover.
Leverage ITSM tools like ServiceNow for incident tracking, workflow adherence, and use AI-assisted triage and automation appropriately while intervening when necessary.
Monitor service data and patterns to escalate issues, contribute to continuous improvement, and maintain accurate service records and CMDB data integrity.
Minimum Requirements
3+ years experience in Service Desk, technical support, customer support, or operations.
ITIL Foundation certification or equivalent ITSM knowledge.
Ability to use ITSM workflows, knowledge bases, and dashboards effectively.
Work Experience Required: 3+ years in relevant service or support roles.
Ideal Candidate Profile
Experienced with incident management in global, multi-shift IT service desk operations using ITSM frameworks.
Comfortable working with ServiceNow or similar ITSM platforms, including AI-assisted tooling and automation integration.
Skilled at balancing technical troubleshooting with clear, customer-focused communication and operational discipline.