Service Request & Change Analyst

Date
Job ID
R28347
Country
Portugal
Job City
Porto
Job Family
IT Operations and service management
Job Type
Employee
Job Sub Type
Permanent

Key responsibilities:

  • Manage service requests using ITSM tool and AI-powered platforms.
  • Leverage AI and automation to categorise, route requests.
  • Collaborate with IT to implement and optimise AI-driven workflows.
  • Monitor chatbot and virtual assistant performance, ensuring high-quality user interactions.
  • Analyse service request data using AI tools to identify trends and recommend process improvements.
  • Produce automated reports and dashboards to track key performance indicators.

Required skills:

  • Experience with ITSM platforms (e.g. ServiceNow, Jira Service Management).
  • Understanding of AI concepts such as machine learning, NLP and automation.
  • Strong analytical and problem-solving abilities.
  • Excellent communication and stakeholder management skills.