IT Quality Specialist

In this role, you will own and continuously improve Canon’s IT Service Management (ITSM) solutions, ensuring they support business needs, comply with service management standards, and deliver a high-quality user experience.

Acting as Product Owner for our ITSM platform (Xurrent) and related reporting solutions, you will play a key role in shaping how IT services are delivered and supported across the organization. This is a hands-on position requiring both technical expertise and service management knowledge. You will work closely with service owners, project teams, service desk teams, and external partners to configure, improve, and support ITSM processes and tooling.

Responsibilities

Own & Improve ITSM Solutions

• Configure, maintain, and enhance Xurrent and related ITSM solutions.
• Design and implement workflows, services, forms, templates, automations, and integrations.
• Translate business requirements into practical ITSM solutions.
• Investigate issues, perform root cause analysis, and drive continuous improvement.
• Maintain documentation, knowledge articles, and operational procedures.
• Deliver training and support to users and stakeholders.

Drive Service Management Quality

• Support and improve Incident, Change, Problem, Request, and Configuration Management processes.
• Ensure alignment with ITIL best practices and Canon’s IT Service Management framework.
• Define and monitor quality controls, governance standards, and data accuracy.
• Review and support new IT projects to ensure operational readiness and supportability.

Reporting & Analytics

• Build and maintain dashboards, reports, and data models.
• Monitor service performance and identify opportunities for improvement.
• Transform data into meaningful insights that support decision-making.
• Ensure reporting remains accurate, relevant, and actionable.

CMDB Ownership

• Maintain and improve CMDB structure, governance, and data quality.
• Ensure accurate relationships between configuration items and services.
• Drive continuous improvement of configuration management practices., To ensure a smooth onboarding and effective collaboration, we are currently focusing on candidates already residing within the European Union.

You are a hands-on ITSM professional who enjoys solving problems, improving processes, and configuring systems. You combine practical tool expertise with a strong understanding of service management principles and can work effectively with both technical and business stakeholders.

You are proactive, analytical, and comfortable taking ownership of challenges, identifying solutions, and driving improvements from concept through implementation., Must Have

• Minimum 5 years’ experience in IT Service Management, IT Operations, or a similar environment.
• ITIL Foundation certification (ITIL 4 minimum).
• Hands-on experience configuring and administering an ITSM platform such as Xurrent, ServiceNow, Remedy, or similar.
• Experience creating workflows, services, forms, templates, automations, and process configurations within an ITSM tool.
• Experience building and maintaining reports, dashboards, and data models.
• Strong understanding of Incident, Change, Problem, Request, and Configuration Management processes.
• Bachelor’s degree (HBO) in IT, Computer Science, Engineering, or a related field.
• Strong analytical and problem-solving skills.
• Fluent in English.

Nice to Have

• Experience with Xurrent.
• Experience with Power BI.
• Experience managing or improving CMDB processes.
• Working knowledge of HTML, JavaScript, or related technologies.
• USM Foundation or ISO 20000 certification.
• Experience working in an international and/or outsourced IT environment., * Drive for results
• Focus on the Customer
• Take ownership and accountability
• Act as a team player
• Shows courage and conviction
• People orientated
• Caring for self and others

In addition to a competitive salary, you will be eligible for the following benefits:

• Hybrid working policy
• Performance-based bonus
• 31 days annual leave
• Pension plan
• Bicycle plan
• Full reimbursement of public transport costs and partial car cost reimbursement
• Learning and development opportunities, including access to professional certifications and training
• An international working environment with colleagues across EMEA
• A visible role with ownership of Canon’s core IT Service Management platform and processes
• The opportunity to directly influence service quality, automation, reporting, and user experience across the organization