Incident Management Specialist

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 ******