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ITSM Operations Analyst

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About this role

Sword Services Greece is an IT Services and Software Solutions provider, delivering innovative solutions to European public sector Organizations and leading private companies. As our portfolio continues to expand, we are growing our international teams with talented professionals who want to contribute to large-scale digital transformation initiatives. We are currently looking for an ITSM Operations Analyst, with expertise in the areas of business analysis, reporting and software delivery. You will collaborate with the European Commission, EU Member States and key stakeholders to turn complex needs into clear, impactful solutions that boost the effectiveness and efficiency of our IT processes and services.


What you will do...


  • Take ownership of business monitoring and reporting for a range of EU Taxation and Customs applications.
  • Develop deep business and technical expertise across multiple EU Taxation and Customs applications.
  • Set up, automate, maintain, and manage dashboards and reports.
  • Collaborate closely with all stakeholders involved in the software development and delivery lifecycle.
  • Gather and synthesize feedback from customers, partners, and technical teams to define requirements, prioritize features, and enhance business monitoring reports and dashboards.
  • Participate and/or lead meetings, workshops and trainings with the clients and other parties (European Commission and EU Member States).
  • Proactively recommend any improvements regarding processes, reporting, communication, training and tools.
  • Troubleshoot and resolve 2nd level incidents, follow up on Incident and Problem records, ensure proper communication and documentation, implement proactive measures to prevent issues, and participate in root cause analysis for recurring incidents.

    • What is your experience...


  • Degree in Information Technology, Computer Science, Statistics or other relevant fields
  • At least 2 years of experience of Business Analysis or Reporting
  • The ideal candidate will have technical skills with spreadsheets, presentations, large and multisource data sets and usage of analytics to drive business and strategy;
  • Good skills in data retrieval and analysis (e.g. SQL, R, Excel or Python);
  • Hands-on experience with business metrics report generation;
  • Experience with monitoring tools;
  • Excellent knowledge of Microsoft Office;
  • Excellent command of the English language (written & verbal)
  • Highly appreciated will be the understanding or experience with logging and monitoring tools to improve observability and monitoring across systems (e.g. Grafana, Kibana);
  • Highly appreciated will be the familiarity with IT Service Management and ITIL processes.
  • Experience or strong interest in EU Customs and Taxation (e.g. DG TAXUD domain, EU legislation, or related projects) will be highly valued.

    • Behavioral Attributes...


    • Strong analytical and problem-solving mindset.
    • Ability to translate business needs into effective technical solutions.
    • Strong communication and collaboration skills.
    • Ability to work both independently and as part of international Agile teams.
    • Strong sense of ownership, accountability and attention to detail.
    • Proactive attitude with a continuous learning mindset.

    Our Culture...

    At Sword, our values define how we behave towards our colleagues and clients, and those are Respect and Collaboration. We believe that together we achieve more! Grasp a taste of our daily life at our Sword Services Greece Experience page on .


    Please submit your CV in English. All applications will be treated as strictly confidential.

    At Sword, we are dedicated to fostering a diverse and inclusive workplace, and we ensure that all applicants receive fair and equal consideration for employment, regardless of whether they meet every requirement. Discrimination based on sex, racial or ethnic origin, religion or belief, disability, age, sexual orientation or marital status, physical or mental disability, or any other factor protected by applicable laws and regulations is prohibited. As part of our culture, we respect human rights and focus on creating a positive workplace, where all employees are valued, and where diversity and inclusion are a vital part of our everyday working experience. If you don't tick all the boxes but feel you have some of the relevant skills and experience we're looking for, please do consider applying and highlight your transferable skills and experience. If we can do anything to help make the hiring process more accessible, please let our talent acquisition team know when you apply so we can support any adjustments.

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