ITSM Specialist

The ITSM specialist is responsible for ensuring best practice delivery of ITIL functions across Incident Management, Request for Service, Event Management, Problem Management, and Change Management.
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Who we are

The Workshop is a tech company that develops incredible software for the online gaming industry. Living by the motto “Fearlessly Forward,” innovation is at the centre of everything we do, whether it’s our games, new products and technologies. We understand that great ideas come from great people, and great people thrive when they’re trusted to challenge, change, improve, and perfect our products and processes. Our strength lies in the diversity of our skills, and that comes from the diversity of our people. 

The Workshop is committed to being a diverse and inclusive workplace where we learn from each other, trust each other, and value collaboration. We welcome candidates of all genders, gender identity and expression, sexual orientation, disability, physical appearance, body size, race, age, nationality, belief (or lack thereof,) and programming language preference. As an equal opportunity employer, we offer a pleasant, supportive place to work – whoever you are. It’s a place where you can try new ideas, take risks, and move Fearlessly Forward.

Your Mission

The ITSM specialist is responsible for ensuring best practice delivery of ITIL functions across Incident Management, Request for Service, Event Management, Problem Management and Change Management. They possess a deep understanding of ITIL processes along with hands on experience around the practicalities of implementation, maintenance and continuous improvement. A successful candidate will help our organisation to build, develop and improve these areas and will be a key part of our day to day operations.

What you'll do

  • ITIL specialist including extensive knowledge around Incident / Service Request / Problem / Change / Continuous Improvement.
  • Provide guidance and advice involving ITSM processes, including assessment, design, implementation and improvement of those processes
  • Owner of Major Incident Management and Post-Incident Review processes.
  • Manage and maintain the ITSM Knowledge Management platform (Atlassian Suite)
  • Act as a point of contact with upper management
  • Manage Service Operation processes as required
  • Monitor incident and service queues and ensure tickets are progressed in accordance with agreed operational level procedures
  • Cooperate closely with Support Teams, 3rd parties and Business Divisions in ITIL areas to ensure adherence to processes and protocols
  • Provide continual improvement feeds to Business Analyst

What you'll bring

The ideal ITSM Specialist will possess some or all of the following attributes

  • Approximately 5 years overall industry experience
  • Strong communication skills and stakeholder management
  • Strong experience with incident, change or problem management processes
  • Ability to work outside of typical business hours
  • Business fluency in English
  • ITIL® Expert
  • Atlassian suite hands-on experience.
  • Strong analytical skills
  • Experience in geographically spread technology support organization.
  • Understanding of the impact of technology on the business.
  • Good knowledge of network and server infrastructure
  • Well organized, ability to multitasking
  • Self-driven, Self-starter.

What's in it for you

  • A generous relocation package (if required)
  • Learning and growth opportunities within the company
  • Medical insurance for you and your family
  • A free private bus between the office and Malaga city centre
  • Free English or Spanish language classes
  • Learning and growth opportunities within the company
  • Inclusive culture and fun socials – from weekly drinks to big seasonal events. We’ve even got a football team
  • An in-office massage service
  • Soft drinks and fresh fruit
  • A games room
  • Regular Hackathons and Designathons
  • Six weeks’ paid leave for each four years of service.

Sound good? Then we’d love to hear from you.

Usually responds within three days

Or, know someone who would be a perfect fit? Let them know!


Calle Severo Ochoa, 16
29590 Málaga Directions View page

Our culture

We’re lucky enough to have a home in two of Europe’s best tech cities – London and Malaga – and are proud of our diversity. Our Inventors represent over 40 different nationalities and almost 30 languages.

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