**NTT DATA – a part of NTT Group - is a Top 10 global IT services provider, headquartered in Tokyo, with over 150,000 employees.** **We deliver consulting solutions** by combining specialized sectorial knowledge, our transformation management skills, and our large technology expertise (data, RPA, AI, low code, cloud, IoT, virtual reality), to keep our clients, as well as society, a step ahead in this digitally dynamic world. Everything we do is underpinned by our **core values** of 'Teamwork', 'Foresight' and 'Clients First'. Our shared **leadership principles** of Collaboration, Engagement and Curiosity help us build a community where our people are equipped with the best resources to face new challenges. **NTT Data Greece** team is looking for a **Senior ITSM Tooling Specialist** in Athens to work with our clients in the **European public sector.** The Senior ITSM Tooling Specialist is responsible for the **configuration, administration, and optimization** of IT Service Management (ITSM) platforms such as **ServiceNow and SMT (Synergia Management Tool)** . This role ensures that **ITSM processes** (incident, change, problem, request, configuration, etc.) are effectively supported by the **tooling** and aligned with **ITIL best practices** . **Your role:** + Configure and maintain monitoring platforms (Tivoli, Dynatrace, and others). + Develop custom dashboards, alerts, and reports for infrastructure and application monitoring. + Integrate monitoring tools with ITSM platforms (e.g., ServiceNow, SMT). + Analyze performance data and provide recommendations for optimization. + Collaborate with infrastructure, application, and DevOps teams to define monitoring requirements. + Support incident and problem management by providing root cause analysis. + Maintain documentation and knowledge base for monitoring configurations and procedures. + Participate in on-call rotations and support 24/7 monitoring environments. **Why NTT DATA?** We value a **collaborative** and **supportive** environment, celebrating **curiosity** and **engagement** We are committed to supporting the physical, financial and emotional well-being our of employees **Career development.** Training path and access to learning opportunities, yearly performance reviews and a mentorship program **Talent Friends.** Refer a friend and receive a **bonus** when they join **We care about you** **Health & well-being.** Focus on your mental health with access to a platform with certified psychologists & mental health workshops. Take a break with one of our online fitness and well-being sessions **Diversity & inclusion.** We are committed to equal employment opportunities regardless of gender, gender expression and identity, sexual orientation, religion, culture, origin, disability, age, or other personal and social characteristics. **\#WeAreAllUnique** **\#YouMakeUsUnique** Please let us know if you require us to accommodate any accessibility needs during the recruitment process. **Benefits at NTT DATA Greece** Health insurance for the employee and one dependent family member (100% paid by NTT DATA) Meal vouchers of 120€ per month (x12) Corporate mobile phone: subscription & device Teleworking equipment allowance Udemy Account Access to Open Up mental health service ****Certification Bonus Scheme (for Technology)** **** Annual Collective Bonus (for Executives)** 28 days of paid annual leave consisting of your legal holidays and compensation days **Your profile:** + Bachelor’s degree in Computer Science, Information Systems, or related field. + 10+ years of experience with ITSM platforms, especially ServiceNow and/or SMT. + Strong understanding of ITIL v4 processes. + Experience with scripting (JavaScript, PowerShell) and REST APIs. + Familiarity with CMDB, AIOps, and automation tools. + Excellent analytical, communication, and documentation skills. + ServiceNow certifications (e.g., CSA, CIS-ITSM) are a plus. + Strong troubleshooting and analytical skills. + Ability to work collaboratively in a team environment. + High attention to detail and commitment to operational excellence. + Fluency in English (B2 level minimum); knowledge of another European language is a plus. + EU citizenship is required. *This role may require flexibility, including shift-based work and on-call responsibilities, depending on operational needs. *The service window for this project is between 9am-10pm, the exact daily shifts will be confirmed later in the process.