ICT Service Management Analyst

Description

Job Summary: Collaborate in the operation and continuous improvement of ICT service management processes, monitoring KPIs and ensuring service quality and efficiency. Key Highlights: 1. Support the execution and documentation of ITIL processes 2. Monitor and analyze ICT service KPIs 3. Identify and implement process improvements Job Objective: Collaborate in the operation and continuous improvement of ICT service management processes, following ITIL best practices. Monitor, analyze, and track key performance indicators (KPIs) to ensure the quality and efficiency of delivered services. ### **Activities and Responsibilities:** * Support the execution and documentation of ITIL processes (Incident Management, Problem Management, Change Management, Configuration Management, etc.). * Monitor and analyze KPIs related to ICT service delivery. * Identify process improvement opportunities and collaborate on their implementation. * Participate in internal and external audits related to service management. * Generate periodic reports for management and decision-making. * Coordinate with technical and business areas to ensure service level agreement (SLA) compliance. ### **Mandatory Technical Requirements:** * Education: Bachelor's degree completed or in progress in Computer Science, Engineering, Business Administration, or related fields. * Experience: Minimum of 2 years in roles related to service management, ITIL processes, or operational support. ### **Desirable Knowledge:** * ITIL v4 (certification preferred). * Service management tools (ServiceNow, Jira, etc.). * Advanced Excel and dashboards (Power BI preferred). * Intermediate English (technical reading and writing). ### **Desired Profile:** * Analytical thinking. * Process orientation. * Proactivity. * Effective communication. * Collaborative teamwork.