Explore exciting opportunities at Xtedder and join our dynamic team!

Job Description:

We are looking for a Junior Business Analyst to join an IT Service Management team in a leading retail company. The professional will be responsible for analyzing operational data, supporting continuous improvement initiatives, and creating reports and dashboards to monitor KPIs and SLAs.

Responsibilities:

Analyze ITSM process data (incidents, problems, changes, requests) to identify trends, root causes, and improvement opportunities.

Develop dashboards and interactive reports to support KPI and SLA monitoring.

Collaborate with technical and functional teams to define relevant metrics and reporting requirements.

Facilitate continuous improvement initiatives, using analytics to support corrective and preventive actions.

Ensure data quality, consistency, and integrity within ITSM tools.

Requirements:

• 2 years of experience in data analysis, preferably in the context of IT Operations or Service Management.

• Practical knowledge of the ITIL framework and ITSM processes.

• Proficiency in data visualization tools (e.g., Strategy, Power BI, Tableau).

• Familiarity with ITSM platforms (e.g., ServiceNow, BMC Remedy, Jira Service Management).

• Knowledge of SQL and database manipulation – valued.

Behavioral Skills (Soft Skills):

• Strong analytical and critical thinking skills.

• Ability to structure complex problems and propose practical solutions.

• Good communication skills, with an aptitude for presenting insights to different stakeholders.

• Proactivity and results orientation.

• Collaborative spirit and ability to work in multifunctional environments.

• Attention to detail and rigor in data management.

• Ability to organize and manage priorities.

Shape your future with us @Xtedder

Av. Engenheiro Duarte Pacheco Amoreiras
Torre 1, Piso 3 S9
1070-101
Lisbon, Portugal