Support IT Analyst

TL;DR

Support IT Analyst (ServiceNow/ITSM): Resolving incidents and managing IT service requests, maintaining a service catalogue, and delivering training related to a Service Management tool. Focus on global level 1 and 2 support for IT service management and data change projects.

Location: Hybrid. Must be based in Lisboa, Portugal.

Company

hirify.global is a consulting firm based in Switzerland that assists businesses with their strategic, technological, and organizational challenges.

What you will do

• Resolve incidents and manage Requests for IT Service Management (RITMs).
• Maintain the Silva Service Catalogue.
• Deliver training and manage data change projects related to Silva, a Service Management tool based on ServiceNow technology.
• Provide global level 1 support for SPM and level 2 support mainly for ITSM.

Requirements

• Experience as a Senior Technical Expert for Silva Officer (3-5 years).
• Proficiency with ServiceNow technology.
• Well-versed in ITIL V4 practices.
• Experience with IPCR Management processes.
• English: B2 required.

Culture & Benefits

• Supportive environment that promotes personal and professional development.
• Commitment to skill enhancement and real prospects for advancement.
• Belief in building strong, long-lasting client relationships based on trust, professionalism, and transparency.
• Empowerment of effective digital transformation through innovative technology and creative thinking.
• Responsibility to create a positive impact, with community at the heart of everything.