Summary
This is a temporary position to cover maternity leave.
We are looking for a motivated individual to join our team. We are looking for someone with excellent communication and stakeholder management skills and experience in implementing and optimizing IT service management tools.
Responsibilities
- Ensure that JIRA Service Management, JIRA Software and Confluence align with ITIL best practices as outlined by the appropriate practice owners.
- Develop and implement IT service management strategies aligned with organizational goals.
- Drive continuous improvement initiatives to enhance the quality and efficiency of IT services.
- Implement and promote knowledge management practices.
- Develop and maintain a knowledge base for IT support, documenting solutions, and best practices.
- Facilitate knowledge sharing among team members and promote a culture of continuous learning.
- Develop and maintain a comprehensive IT service catalog.
- Ensure that services are well-defined, documented, and meet the needs of end-users and stakeholders.
- Manage the incident and problem resolution processes, including root cause analysis and preventive measures.
- Implement and maintain effective incident and problem management workflows.
- Lead the change management process to assess and approve changes in the IT environment.
- Ensure that changes are implemented with minimal impact on services and operations.
- Establish and manage service level agreements (SLAs) to meet or exceed customer expectations
- Monitor and report on service performance, making recommendations for improvement
- Develop and maintain key performance indicators (KPIs) for IT service management.
- Generate regular reports for leadership, highlighting performance metrics and areas for improvement.
- Lead and mentor a team of IT service management professionals.
- Foster a culture of collaboration, accountability, and continuous learning.
Requirements
- 5+ years of experience as a technologist
- 2+ years of management experience in organizing, planning, and executing large-scale projects from conception through implementation.
- Strong interpersonal skills with a focus on customer service.
- Self-motivated and excellent time management and organizational skills.
- Experienced working with the JIRA ticketing system.
- Solid understanding of Windows, Office 365, networking, video conferencing, and AV system.
- Good communication and presentation skills, both in Serbian and English.
Preferred Qualifications
- Bachelor’s degree in information technology, Computer Science, or a related field.
- MCITP is a plus but not required.
- Experience of Incident, Problem, and Change Management processes in line with ITIL best practice.
- ITIL certificate is preferred.
We are offering
- Good compensation package - Competitive € salary plus attractive benefits
- Development opportunities
- Ability to work with a highly skilled team of engineer.
- Challenging but also very friendly and fun working environment
- And much, much more...
About Telesign
Telesign connects and protects online experiences with sophisticated customer identity and engagement solutions. Through APIs that deliver user verification, data insights, and communications we solve today’s unique customer challenges by bridging businesses to the complex world of global telecommunications.
Telesign is proud to be an equal opportunity employer. We believe our differences help us create a better workplace, a better product, and a better community. We do not discriminate on the basis of race, color, ancestry, religion, national origin, marital status, pregnancy, sex, sexual orientation, gender, gender identity or expression, age, genetic information, disability, military or veteran status, or any other basis protected by federal, state or local law, ordinance or regulation.
Telesign is an Affirmative Action Employer and as part of the commitment to AAP, it will seek to ensure affirmative action to provide equality of opportunity in all aspects of employment, and that all personnel activities, such as the recruitment selection, training, compensation, benefits, discipline, promotion, transfer, layoff and termination processes remain free of illegal discrimination and harassment based on protected characteristics.
About Proximus Global
Proximus Global, combining the strengths of Telesign, BICS, and Route Mobile, is transforming the future of communications and digital identity. Together, our solutions fuel innovation across the world’s largest companies and emerging brands. Our unrivalled global reach empowers businesses to create engaging experiences with built-in fraud protection across the entire customer lifecycle.
Our comprehensive suite of solutions – from our super network for voice, messaging, and data, to 5G and IoT; and from verification and intelligence to CPaaS for personalised omnichannel engagement – enables businesses and communities to thrive. Reaching over 5 billion subscribers, securing more than 180 billion transactions annually, and connecting 1,000+ destinations, we honour our commitment to connect, protect and engage everyone, everywhere
Telesign Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Telesign and has not been reviewed or approved by Telesign.
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Healthcare Strength — Healthcare coverage is described as robust, with medical, dental, and vision options alongside company-paid life/AD&D in some listings. Additional programs such as FSA/HSA options and wellness offerings further strengthen the overall health-related package.
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Retirement Support — Retirement support appears to include a 401(k) plan with an employer match, alongside tax-advantaged options like pre-tax and Roth contributions. This combination suggests a reasonably comprehensive approach to long-term savings support.
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Leave & Time Off Breadth — Time-off benefits are positioned as a strength, with unlimited/flexible PTO and additional paid time off categories (e.g., holidays and sick time) frequently listed. Remote/hybrid flexibility is also highlighted as a complementary part of the total rewards experience.
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What We Do
Telesign provides continuous trust to leading global enterprises by connecting, protecting, and defending their digital identities. Telesign verifies over five billion unique phone numbers a month, representing half of the world’s mobile users, and provides critical insight into the remaining billions. The company’s powerful AI and extensive data science deliver identity with a unique combination of speed, accuracy, and global reach. Telesign solutions prevent fraud, secure communications, and enable the digital economy by allowing companies and customers to engage with confidence.
Why Work With Us
We exist to make the digital world a more trustworthy place for everyone. At Telesign, experience has taught us the smallest ideas can have the greatest impact on safety and trust. We believe that individuality is your superpower and we invite you to bring your unique talents to help Telesign innovate, get things done, and defend the digital world.
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