Incident Management Specialist
Adentis PortugalPortugal6 days ago
Full-timeInformation Technology
Track This Job
Add this job to your tracking list to:
- Monitor application status and updates
- Change status (Applied, Interview, Offer, etc.)
- Add personal notes and comments
- Set reminders for follow-ups
- Track your entire application journey
Save This Job
Add this job to your saved collection to:
- Access easily from your saved jobs dashboard
- Review job details later without searching again
- Compare with other saved opportunities
- Keep a collection of interesting positions
- Receive notifications about saved jobs before they expire
AI-Powered Job Summary
Get a concise overview of key job requirements, responsibilities, and qualifications in seconds.
Pro Tip: Use this feature to quickly decide if a job matches your skills before reading the full description.
With Just Over 9 Years Of Experience In The Portuguese Market, We Share Our DNA With More Than 200 Workers And Position Our Offer According To 3 Lines Of Service
Strategy (Outsourcing, NeXel, Team as a Service, Tech Academies);
R&D (Bootcamps,POC, Tech Lab);
Nearshore.
In ADENTIS, we focus on PEOPLE. This is our emotional salary:
Great Work-Life balance;
Very flexible organizational routine;
Health benefits(for you and your family);
Team Building activities;
Over 300 protocols to offer you great discounts in different areas;
Continuous professional development sponsored by our Training and Certification Department;
Regular feedback on your performance through a personalized plan;
Comprehensive career plan and progression involving assertive performance reviews.
Responsibilities
Monitor and improve the overall Incident and Complaint Management Performance in a multiprovider environment.
Through reporting and analysis, pinpoint inconsistencies, and underlying issues.
Identify proactively critical areas impacting the correct process execution and user satisfaction.
standard, comprehensive and re-usable solutions
Ensure the quality of the resolution process for Incident and Complaint Tickets
Drive improvement in process and tool functionalities for Incident and Complaint
Act as operational escalation contact for process related questions
Manage delivery of KPIs from Operational teams
Provide support and guidance to assist responsible parties in recognizing problematic areas
Collaborate with respective management areas when further escalation and support are required
Ensure process compliance on a global and local scale, as well as across Providers.
Drive E2E Management of Service Integration for new Applications/Services to Service Now including integration specifications (service design and setup, interfaces, Frontend/ Service Catalog items).
ServiceNow Development: transformation of the ServiceNow Incident and Complaint Management module to support the needs of the business. (Story Management, Agile Development)
You Must Have
At least 2 years of professional experience in the area.
Familiarity with Service Desk environment.
Working knowledge of ServiceNow environment
Familiar with IT outsourcing contracts, SLA / KPI's.
Experience in IT Service Management
ITIL and other relevant frameworks
Knowledge on Service Integration aspects
Knowledge on Agile Development
Project Management skills
Portuguese residency and eligibility to work in Portugal.
Excellent communication and teamwork abilities, both in Portuguese and English
EU citizenship
or
Portuguese work visa/residency
Availability to work
on-site two to three times per week
If you want to be part of a real People First organization, join us! Send your CV to ******
Strategy (Outsourcing, NeXel, Team as a Service, Tech Academies);
R&D (Bootcamps,POC, Tech Lab);
Nearshore.
In ADENTIS, we focus on PEOPLE. This is our emotional salary:
Great Work-Life balance;
Very flexible organizational routine;
Health benefits(for you and your family);
Team Building activities;
Over 300 protocols to offer you great discounts in different areas;
Continuous professional development sponsored by our Training and Certification Department;
Regular feedback on your performance through a personalized plan;
Comprehensive career plan and progression involving assertive performance reviews.
Responsibilities
Monitor and improve the overall Incident and Complaint Management Performance in a multiprovider environment.
Through reporting and analysis, pinpoint inconsistencies, and underlying issues.
Identify proactively critical areas impacting the correct process execution and user satisfaction.
standard, comprehensive and re-usable solutions
Ensure the quality of the resolution process for Incident and Complaint Tickets
Drive improvement in process and tool functionalities for Incident and Complaint
Act as operational escalation contact for process related questions
Manage delivery of KPIs from Operational teams
Provide support and guidance to assist responsible parties in recognizing problematic areas
Collaborate with respective management areas when further escalation and support are required
Ensure process compliance on a global and local scale, as well as across Providers.
Drive E2E Management of Service Integration for new Applications/Services to Service Now including integration specifications (service design and setup, interfaces, Frontend/ Service Catalog items).
ServiceNow Development: transformation of the ServiceNow Incident and Complaint Management module to support the needs of the business. (Story Management, Agile Development)
You Must Have
At least 2 years of professional experience in the area.
Familiarity with Service Desk environment.
Working knowledge of ServiceNow environment
Familiar with IT outsourcing contracts, SLA / KPI's.
Experience in IT Service Management
ITIL and other relevant frameworks
Knowledge on Service Integration aspects
Knowledge on Agile Development
Project Management skills
Portuguese residency and eligibility to work in Portugal.
Excellent communication and teamwork abilities, both in Portuguese and English
EU citizenship
or
Portuguese work visa/residency
Availability to work
on-site two to three times per week
If you want to be part of a real People First organization, join us! Send your CV to ******
Key Skills
Ranked by relevanceReady to apply?
Join Adentis Portugal and take your career to the next level!
Application takes less than 5 minutes