IT Service Management Specialist

About the role

SGS, a global leader in testing, inspection and certification, is looking for an IT Service Management Specialist to join its Corporate IT organization's Service Management team in Madrid. You will support laboratory users worldwide on LIMS (Laboratory Information Management System) solutions and act as a key link between business and IT, managing stakeholder communication, service management processes and tools, and driving continuous service improvements.

Key responsibilities

• Communicate with stakeholders on service support and business priorities, and support problem management and escalation processes
• Coordinate testing activities with lab users for new functionalities and incident fixes, and help onboard new users to support and service management tools
• Verify service levels against the defined SLAs for Laboratory Solutions and collaborate with all support levels on continuous improvements
• Review the support ticket backlog regularly and drive resolution across teams
• Improve service management processes and tools, own the change management process for application changes, and liaise between business, support and application teams
• Manage business priorities in line with Application Development teams

Required profile

• Graduate in engineering, science, IT, business management or a related subject
• Minimum 3-5 years of experience in similar roles with knowledge of IT application and service/support processes
• Fluent English (spoken and written); Spanish is a plus

Required skills

• Experience with service management methods and tools, including ITIL, IT4IT and ticketing systems
• Nice to have: LIMS product experience (G6, Starlims, Labvantage or others), client portal solutions such as Salesforce, and knowledge of laboratory processes

What we offer

• A flexible schedule and a hybrid work model
• Continuous learning through SGS University and Campus
• A multinational environment with colleagues from around the world