ITSM Process & Tool Manager

TL;DR

ITSM Process & Tool Manager (ITIL/USM): Managing and optimizing the ITSM platform and aligning it with ITIL processes to improve IT service delivery with an accent on system configuration and process standardization. Focus on configuring ITSM modules, automating workflows, and delivering data-driven insights through reporting.

Location: Levice, Slovakia (Hybrid: Home office possible 2 days a week)

Salary: From 2300 EUR/month (gross)

Company

hirify.global is a global innovation leader in waste infrastructure, specializing in waste-to-X technology to create energy, heat, and other value from waste.

What you will do

• Own and continuously improve the USM ITSM tool to ensure alignment with ITIL processes and business needs.
• Manage the ITSM platform roadmap, backlog, and overall enhancements.
• Configure and administer ITSM modules, including Incident, Request, Change, Problem, and CMDB.
• Drive process enablement and standardization across teams and support audits and compliance.
• Deliver reporting and insights, coordinate vendor releases, and provide user training and documentation.

Requirements

• 3–7 years of experience in ITSM, Service Desk, or IT operations.
• Hands-on experience with the administration and ownership of an ITSM tool.
• Strong knowledge of ITIL processes; ITIL Foundation certification is preferred.
• Proven experience in translating business needs into system configurations and workflows.
• Experience with reporting, dashboards, and data analysis within ITSM tools.
• Must be based in or able to work from the Levice office in Slovakia

Culture & Benefits

• Indefinite employment contract with a 13th salary and 5% annual bonus.
• Flexible working hours (core time 9:00–15:00) and hybrid work options.
• Extra days of leave and 2 paid sick days per year.
• Recreation, travel, and phone allowances.
• Pension scheme contributions (up to 2.5%) and support for professional growth and training.