IT Service Operations Specialist (ITSM)

TL;DR

IT Service Operations Specialist (ITSM): Supporting the continuous improvement and operational excellence of the IT ecosystem with an accent on ITIL-aligned processes like Incident, Problem, Release, and Capacity Management. Focus on optimizing IT workflows, analyzing service performance via KPIs/SLAs, and delivering data-driven insights to IT Leadership.

Location: Hybrid (Limassol / Nicosia)

Company

hirify.global is a global financial services provider specializing in online trading and brokerage services.

What you will do

• Design, optimize, and scale core ITIL-aligned processes including Incident, Problem, Release, and Capacity Management.
• Collaborate with software development, DevOps, and IT Governance teams to implement and roll out enhanced IT workflows.
• Monitor service performance using KPIs and SLAs, translating metrics into actionable insights for IT Leadership.
• Drive continuous improvement initiatives by analyzing post-implementation reviews and incident trends.
• Act as a primary liaison between development teams, external vendors, and business stakeholders to ensure alignment.
• Develop and maintain comprehensive technical documentation and knowledge base content.

Requirements

• BSc/MSc in Computer Science, Information Technology, Engineering, or a related field.
• At least 3 years of experience in IT service operations or ITSM, with 2+ years focused on process or service delivery.
• Proven experience in Incident, Problem, Release, and Capacity Management disciplines.
• Solid understanding of ITSM frameworks (ITIL) and proficiency with platforms like Jira or ServiceNow.
• Ability to produce high-quality technical documentation for both engineering teams and senior leadership.
• Strong problem-solving skills and a proactive commitment to continuous learning.

Nice to have

• Familiarity with typical development team workflows and developer tools such as version control and CI/CD pipelines.

Culture & Benefits

• Attractive remuneration package.
• Private health insurance and corporate pension fund.
• Intellectually stimulating work environment.
• Continuous personal development and international training opportunities.

Hiring process

• Introductory chat with Talent Acquisition.
• Deep-dive interview with the future team.
• Role-specific take-home task.
• Final interview.