Service Request & Asset Analyst

Date
Job ID
R28354
Country
Portugal
Job City
Porto
Job Family
IT Operations and service management
Job Type
Employee
Job Sub Type
Permanent
  • Manage and process service requests and asset records, ensuring accuracy and compliance with organisational policies.
  • Use AI-powered tools (such as chatbots, automation platforms and predictive analytics) to improve the efficiency and quality of service request handling.
  • Analyse service request and asset data to identify trends, recurring issues and opportunities for process improvement.
  • Collaborate with IT to implement AI-driven solutions that enhance service delivery and asset management.
  • Develop and maintain documentation for AI-enabled workflows, processes and best practices.
  • Monitor AI system performance, gather user feedback and recommend enhancements.
  • Ensure effective management of the CMDB and that the content is accurate. Maintains CIs to ensure CMDB accuracy and completeness
  • Manage inventory of CIs and assets, including dependencies and attributes, making sure that modifications, withdrawals, and additions of existing ones are correctly recorded by the teams in charge in the tools to ensure that the vendor contracts are complied with.
  • Establish and maintain documentation of procedures, processes, and reports concerning asset and configuration management
  • Improve CI data integrity regarding classes, naming conventions, attributes, data sources, and relationships
  • Works with other ITSM processes to understand new requirements and identify how Configuration management can support
  • Support and administer the tool for configuration and asset management, and additional applications or modules as assigned