Key responsibilities:

• Manage and develop ITSM processes; 
• Model and configure workflow-based ticket processes;
• Formalize, document, and optimize internal business processes;
• Consult process owners and coordinate process changes;
• Provide user support for the platform (interface-level and logic-level);
• Maintain and configure the OTRS platform (knowledge of Jira, ServiceNow, or similar tools is a plus);
• Conduct internal training sessions and prepare user guides and manuals;
• Apply ITIL practices and project management approaches in day-to-day operations.

Requirements:

• Experience with OTRS, Jira, ServiceNow, or similar ITSM platforms;
• ITIL Foundation / ITIL 4 certification;
• Strong understanding and practical experience with ITIL framework;
• Experience in describing and implementing business and IT processes;
• Experience configuring workflows, approval chains, and ticket-based processes;
• Project management skills (knowledge of Agile, Scrum, or PMBOK is preferred);
• Ability to prepare training materials and conduct internal workshops;
• Knowledge of Azerbaijani, Russian, and English.

Working schedule: 5 days a week, from 09:00 to 18:00.

Salary will be determined within an interview procedure.

Interested candidates are requested to submit their CVs to the e-mail address in the Apply for job button by indicating the position title “Process Administrator / ITSM Analyst” in the subject line of your email. 

Please note that only shortlisted candidates will be contacted.