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Senior IT Service Management Analyst


Are you someone who wants to work for start-ups and scale-ups building transformational technology products?

Do you feel like you have enough experience to lift off an application from the ground up and make it success?

If yes you should join Looming Tech's family where entrepreneurs come to see their ideas fly simply because we have mastered the Art of Product Delivery.

Our client is an UK based scale-up Retail Insight ( and believes they can reinvent retail operations through advanced analytics, growing sales and profitability for their global retail and consumer goods clients.

As a Senior IT Service Management Analyst you will be part of a small team responsible for ensuring we correctly operate our ITSM processes, Asset Management (including procurement) and reporting.


  • Management of ITSM processes

    • Ensure policies and processes are kept relevant and up-to-date

    • Organise review meetings for each implemented ITSM process

    • Organise Problem Management meetings

  • IT Asset Management

    • Move/add/change employee-assigned equipment, maintenance of CMDB

    • Purchasing (equipment, licences, etc.)

    • Licence management - purchase when required, review of existing and used licences, removal of unused licences

  • Reporting

    • Collect and maintain agreed SLA, both internal and with clients

    • Review and improve KPIs

    • Produce internal and external reports

Knowledge, Skills and Competencies




  • 5+ years’ experience supporting ITIL processes

  • 3+ years’ Jira administration – including the creation and customisation of fields, forms and dashboards. Any experience with Jira Service Management highly beneficial

  • 3+ years’ experience writing professional reports

  • 3+ years’ experience managing meetings – creating recurring invitations, setting agendas, chairing calls, writing and distributing minutes

  • ITIL v3 or v4 Foundation certification (minimum)

  • Able to work towards objectives autonomously

  • Attention to detail

  • Excellent written and verbal communication skill, including a very good command of the English language

  • Able to work under pressure and with tight deadlines




  • Asset Management experience - Exposure to Atlassian Insight and how it integrates with Jira greatly beneficial

  • Experience with Automation in Jira

  • Any experience with purchasing and procurement and in particular with managing IT licences

  • Advanced ITIL certifications

  • Experience with Azure cost management, understanding what drives costs and how to contain them

What we offer

  • Good work life balance

  • Location independent

  • Cool team with frequent social events

  • Company wide initiatives: Save the seas, Planting trees, Beehives, all environmental related

  • Office to work from and collaborate live @ Puzl Sofia, soon in other cities

  • Personal development plan including in-house program on soft skills improvement (leadership, negotiation, internal sales, communication, etc)

  • Additional extras like sports cards, health care, insurance and benefits program

  • 22 days paid leave

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