In this role you will be responsible for managing and improving IT service management processes within our IT organization. You will drive digitalization and automation efforts to optimize workflows, enhance ITSM processes, and continuously improve IT support delivery, You will be updating and documenting processes, modeling workflows, setting process goals, measuring IT performance, conducting analysis, creating periodic reports, recommending improvements, and bringing them to life in tight cooperation with IT organization. You will also contribute to the development of ISTM processes supporting system (ServiceNow).

Why Join Rimi Baltic?

• Career Growth: Continuous professional development, leadership opportunities, and specialized training programs
• International Exposure: Work in a dynamic environment across the Baltic region with modern networking technologies
• Hybrid & Remote Work Possibilities: Flexible work arrangements after the initial onboarding period
• Supportive Team Culture: A collaborative and innovative work environment

What You Will Be Doing:

• Process Ownership & Governance: act as the owner of ITSM processes (Incident Management, Problem Management, Service Requests, Change Management, Knowledge Management), define and document ITSM processes and policies, ensure compliance with ITIL or other best practice frameworks
• Process Supervision & Optimization: supervise ITSM process execution across the IT organization, identify areas for improvement and lead initiatives to enhance efficiency and effectiveness, standardization of process flows and align them with ITSM tool configurations (ServiceNow)
• CMDB Usage & Transparency: promote and facilitate the effective use of the Configuration Management Database (CMDB) across ITSM processes, use CMDB data to raise transparency and awareness within the IT organization regarding service dependencies, impact analysis, and configuration relationships
• Reporting & Metrics: together with IT management define KPIs and SLAs for ITSM processes, monitor IT processes performance and produce regular reports, use data to drive decisions and process improvements
• Collaboration & Stakeholder Engagement: closely work with IT service owners, IT Servicedesk teams, IT teams, and other stakeholders to ensure smooth process execution, provide training and support to process users and stakeholders, facilitate process-related meetings and reviews
• Tool Integration & Support: ensure ITSM tools support defined processes effectively, work with ITSM tool administrators to configure and enhance process workflows, test and validate tool changes and enhancements

What You Bring to the Team:

• Bachelors degree in information technology, Computer Science, or related field
• Previous experience as a IT process owner or process lead role
• ITIL v3/v4 Foundation certification is an advantage
• Solid understanding of the usage of CMDB in center of ITSM processes
• Soft skills: Strong communication, analytical, and problem-solving skills
• Language skills: Fluent in Estonian and English (written & spoken)
• Readiness to occasionally travel within the Baltic region and work from Vilnius, Riga, or Tallinn office
• Hands-on experience with ITSM platforms like ServiceNow is an advantage