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Service Management Analyst (M/F)

Experis IT

18.11.2020 | Todo o País | Referência: 2012950

Experis IT



Service Management Analyst(m/f)

Experis IT is a company specialized in recruiting professionals in Information Technologies.

We are currently recruiting a Service Management Analyst, to integrate our client. The company is establishing a Procurement and Logistics Technology Center in Lisbon.

This professional will be responsible for:
• Leads technical assistance and provides the first line of support services;
• Identifies, analyzes, and designs techniques to solve business problems using information technology;
• Identifies, categorize, investigate, answers and follows up on incidents or demands placed via the Service Desk Management tool according to standard operating procedures until the closure;
• Provides remote technical assistance to solve system users’ requests and incidents related to product use.
• Elevates user incidents when necessary to the relevant team or to the IT Run Manager according to defined workflow process;
• Delivers high level customer service until resolution of user’s request or incident;
• Updates and keeps up to date the service management knowledge database,
• Remains up to date on company products and technologies, both within client's supply chain work, and the company as a whole;
• Acts as a reference on ERP technical assistance for colleagues;
• Prioritizes tasks autonomously, in accordance to defined severity policy;
• Efficiently shares relevant information with team members and management;
• Contributes to the training and integration of new colleagues;
• Improves documentation processes of key procedures, and training tools for system processes;
• Provides support to the testing team for development of test scenarios based on operating procedures
We are looking for someone with:
o Relevant university degree or equivalent experience required; Advanced degree preferred
o Minimum 3 years of experience with information systems and IT service management operations
o Demonstrated ability in applying IT service management principles and practices according to the Information Technology Infrastructure Library (ITIL) framework;
o Strong customer service and problem-solving skills
o Demonstrated ability to communicate clearly and concisely both orally and in writing
o Ability to work both independently and as part of a team
o English language fluency with level B-2 required with level C-1 advanced preferred

Local de trabalho:

Todo o país

Para enviar a sua candidatura clique aqui.