Junior IT Service Management (ITSM) Coordinator

About the role

We are seeking a Junior IT Service Management (ITSM) Coordinator to support our IT operations. This entry‑level position is ideal for fresh graduates or junior professionals eager to develop a career in IT service management within a global CX and digital services leader.

Key responsibilities

• Coordinate Incident, Problem, Change, and Release Management activities.
• Monitor tickets and ensure compliance with service level agreements.
• Support root‑cause analysis and major incident reviews.
• Maintain the Change Calendar and assist with Change Advisory Board meetings.
• Create and update Knowledge Base articles.
• Prepare operational reports and service performance dashboards.
• Support Continual Service Improvement initiatives.

Required profile

• Bachelor’s degree in Computer Science, Information Technology, Engineering or a related field.
• 0–3 years of experience in IT or service management.
• Basic understanding of ITIL and ITSM processes.
• Familiarity with ServiceNow, Jira Service Management, BMC Remedy, Freshservice or similar tools is a plus.
• Good knowledge of Microsoft Excel; Power BI is an advantage.

Required skills

• ITIL fundamentals
• ServiceNow
• Jira Service Management
• BMC Remedy
• Freshservice
• Microsoft Excel
• Power BI