ITSM Specialist

Description

Job Summary: We are seeking an ITSM platform administrator with experience in GLPI and ITIL to manage, maintain, and optimize support tools, workflows, and processes. Key Highlights: 1. Manages and optimizes ITSM platforms (GLPI) with an ITIL focus. 2. Designs and configures workflows, service catalogs, and automations. 3. Participates in digital transformation projects and trains end users. Join Stefanini! At Stefanini, we are more than 30\.000 brilliant minds connected from 41 countries, doing what they love and co\-creating a better future. **Responsibilities and Authorities** * Administer and maintain the ITSM platform (configuration, users, roles, and permissions). * Ensure tool availability, stability, and proper operation. * Manage system updates, patches, and enhancements. * Guarantee correct tool configuration aligned with ITIL processes. * Design and configure: * Workflows * Service catalog * Ticket classification and categorization * Dynamic forms and fields * Configure business rules, automations, and escalations. * Implement and adjust SLAs, OLAs, and support metrics. * Manage integrations with other systems (AD, email, corporate tools). * Implement automations (notifications, automatic assignments, bots). * Participate in digital transformation projects for support services. * Provide functional support to N1, N2, and N3 teams on the ITSM tool. * Train users on correct system usage. * Resolve incidents related to the tool. **Requirements and Qualifications** * Minimum of **3 to 5 years** of experience in: * Implementation, administration, and improvement of **GLPI ITSM tools** * Help Desk / Service Desk management * Support process modeling (Incidents, Requests, Problems, Changes) * Proven experience with **GLPI ITSM tools** **** **Key Technical Knowledge** -------------------------------- ### **ITSM Management** * Proficiency in **ITIL-based processes**: * Incident Management * Request Management * Problem Management * Change Management * Service Level Management (SLA / OLA) * Asset and Configuration Management (CMDB) ### **Tool Configuration** * Configuration of: * Service catalog * Workflows * Business rules * Dynamic forms * Automatic SLA / KPIs * Automatic escalations ### **Data & Reporting** * Generation of operational and executive reports: * SLA compliance * MTTR * Backlog * P90 / P95 * Proficiency with tools such as: * Power BI * Excel ### **Database / Technical Skills** * Intermediate knowledge of: * SQL (queries, joins, reporting) * Desirable: * API integrations (REST) * Process automation (scripts or tools like n8n) **Additional Information** Looking for a place where your ideas shine? With over 38 years of experience and a global presence, Stefanini transforms tomorrow — together. Here, every action matters, and every idea can make a difference. Join a team that values innovation, respect, and commitment. If you are a disruptive individual, committed to continuous learning, and innovation is in your DNA, then we’re exactly what you’re looking for. Come and let’s build a better future — together!