Itsm Analyst

6 meses atrás

Porto, Portugal Jolera Inc. Tempo inteiro

**Who We Are**

Jolera offers MSPs & IT solution providers next-generation managed services, enabling them to create world-class experiences for their clients. Your clients receive award-winning solutions built on over 20 years of experience servicing businesses worldwide.

We’ve helped transform hundreds of MSPs & solution providers worldwide With our collection of tenured experts, we provide an elevated managed service experience for a variety of clients. At Jolera, we treat each MSP partner with specialized care and uniquely organize our products for your individual business needs.

**ITSM Analyst**

Are you an individual who is enthusiastic about the ITIL process and system integration? Do you have expertise in delivering technical documentation? In this role, you will be responsible for designing and implementing the ITIL processes across the organization by leveraging various tools. Your goal will be to ensure there is a standardized and consistent approach to the various ITSM components required to provide a successful service operation.

You will be interacting with cross-functional teams to review ITSM requests, process change requests, and creating/updating existing workflows. You have excellent communication skills and have experience leading process design discussions and initiatives. The incumbent should have relevant experience in development projects and/or ITSM/technical process development.

***

**What You'll Do**
- Evaluate business processes around various business systems, anticipate requirements, uncover areas for improvement, develop and implement solutions.
- Determine the scope of work and level of effort to create timelines to support project planning.
- Perform reviews of business processes with stakeholders and develops optimization strategies and recommends detailed process flows.
- Implementing the designed processes within ServiceNow.
- Works with business stakeholders and internal cross-functional teams to ensure all test cases are foolproof and quality services delivered.
- Lead development of technical documentation (installation, operation, and end-user support manual), and documentation of work instructions and procedures.
- Translate both implied and apparent information into clear, concise documents appropriate for various target audiences.
- Review IT policies and incorporate existing controls into standard operating procedures, through a combination of workflows and best practices.
- Develops and delivers final documents that meet industry technical writing standards for grammar, punctuation, and sentence form and structure. All documents should follow version controls.
- Maintain the ServiceNow technology platform which includes but not limited to, monthly patching cycles, semi-annual family upgrades, other ServiceNow initiated communications, changes, and testing.
- Assist in creating reports from various ITSM systems based on existing or new criteria.
- Be the owner for the implemented ITSM Process (Change Management, Incident Management, Problem Management, Knowledge Management)

***

***

**Who You Are**
- Bachelor’s degree in information systems, Computer Science, or related technical discipline.
- 2-5 years’ experience as a Business System Analyst or ITSM Analyst with supporting a portfolio of ticketing systems and technical documentation.
- 2+ years hand-on experience working with and/or administering ServiceNow and/or ServiceNow ITSM modules.
- Exceptional analytical, conceptual thinking, problem solving, planning and organizational skills.
- Ability to manage ambiguity, work autonomously and multi-task in a challenging environment.
- Ability to prioritize, adapt and work effectively to meet ambitious project deadlines.
- High energy level, adaptive and a strong collaborator with excellent work ethics.
- Enthusiastic in sharing expertise and problem-solving techniques.
- Strong collaboration skills and ability to influence others.
- Continuous improvement mindset.
- Experience building and documenting ITSM or technical infrastructure processes.
- ITIL certification/qualifications is an asset.
- Experience with other ITSM/PSA tools such as FreshDesk or ConnectWise is an asset

**What We Offer**

Work remotely 2 days, and 3 days working in the office.
- Competitive compensation package
- Competitive benefits package
- Company Perks, Breathe Sport Fitness gym, and various brand discounts
- Company events, recognitions, and celebrations
- Career development and growth opportunities

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