Grid Infrastructure & Service Management Analyst

Networks; Lisboa; On-site; EUR 36,000 - 56,000; Full time

Job summary

EDP, a global energy company with a strong renewables focus, is seeking a Grid Infrastructure & Service Management Analyst in Lisboa. You will translate client needs into clear requirements and manage service delivery across ServiceNow, Dynatrace, automation, and CMDB.

You will monitor SLAs and KPIs, lead service review meetings, and collaborate with product managers and technical teams. Portuguese and English fluency is required; ITIL knowledge is a plus.

Qualifications

• Bachelor's degree or equivalent professional experience in IT/OT domains.
• 2+ years in Service Management or OT environments.
• Experience managing client and stakeholder relationships and prioritisation.

Responsibilities

• Identify and translate business needs into clear requirements and priorities.
• Interface with ServiceNow management for evolution requests and user needs.
• Support Dynatrace, automation, and CMDB services within the team scope.
• Monitor SLAs, KPIs, incidents, and backlog with stakeholders.
• Lead service review meetings and action follow-ups.
• Coordinate across teams to resolve incidents and changes.

Skills

Communication

Negotiation

Organisational skills

Stakeholder management

Multi-stakeholder coordination

Education

Bachelor's degree in Computer Engineering, Information Systems, Business Management or related field

Tools

ServiceNow

Jira

Confluence

Dynatrace

Job description

Grid Infrastructure & Service Management Analyst

We are EDP, a global energy company present in around 29 markets with a particular emphasis on renewable energies. With more than 45 years of experience, we have been consolidating a relevant presence on the world energy scene based on the commitment to be all-green by 2030, leading the energy transition. With more than 13,000 employees around the world, we are committed to using our energy and heart to drive a better tomorrow.

We work to make energy efficiency, and the energy transition a reality. Networking and technological innovation provide an opportunity for accelerated learning, while generating value for our customers’ businesses.

We are looking for a Grid Infrastructure & Service Management Analyst to join our team.

Main responsibilities:

• Identify, analyse and structure new business and operational needs, engaging with clients to translate them into clear requirements and priorities
• Act as the main interface with the entity responsible for ServiceNow management, following up on evolution requests, improvements and needs identified by users
• Support the functional management and continuous evolution of Dynatrace, automation and workflow platforms, and CMDB services within the team’s scope
• Monitor service quality through SLAs, KPIs, incidents, backlog and improvement plans, ensuring regular communication with relevant stakeholders
• Prepare and lead service review meetings, ensuring effective follow-up of needs, risks and agreed actions
• Monitor relevant incidents, problems, requests and changes, promoting collaboration between the different teams involved until resolution
• Use ServiceNow, Jira and Confluence to manage and track activities, backlog, documentation and reporting
• Identify opportunities to improve, simplify and automate processes, promoting greater efficiency and service quality
• Support continuous improvement initiatives, ensuring alignment between business needs, operational requirements and technical teams

Employment type: Full-Time

What are we looking for:

• Bachelor’s degree in Computer Engineering, Information Systems, Business Management or a related field; relevant professional experience will also be valued
• Minimum 2 years of experience in Service Management or similar roles within an OT environment
• Experience managing client and stakeholder relationships, including needs assessment, expectation management and prioritisation
• Ability to analyse, challenge and structure functional and operational requirements and effectively liaise with technical teams and product managers
• Experience managing and monitoring OT services, including incidents, problems, requests, changes, SLAs and KPIs
• Hands‑on experience with ServiceNow, Jira and Confluence
• Functional knowledge of Dynatrace or equivalent observability platforms
• Knowledge of automation and workflow orchestration platforms
• Functional knowledge of CMDB
• Knowledge of ITIL methodologies and continuous improvement processes
• Strong communication, negotiation and organisational skills, with the ability to manage multiple stakeholders and priorities
• Good knowledge of Portuguese and professional proficiency in English

Nice to have:

• ITIL Foundation certification or higher
• Previous experience as a Service Manager
• Experience conducting Service Reviews, managing backlogs and improvement plans
• Knowledge of Agile, Scrum and/or Kanban methodologies
• Experience with Dynatrace, workflow automation and systems integration
• Autonomous, proactive and critical-thinking mindset
• Strong teamwork and interpersonal skills
• Availability for occasional national travel
• Availability to participate in an on-call/standby rotation

More than academic knowledge and technical skills, we are looking for ambitious people who are enthusiastic about the future and who bring human skills aligned with .

Equal opportunities for all

Our vision is that each person combines their unique characteristics and experiences to fulfill our mission of creating new energy for the planet. We are an inclusive employer, ensuring all candidates are treated fairly throughout the recruitment process. We welcome and value all people, and we are committed to fostering a sense of belonging for each person who is part of the EDP group.

As a top employer we:

• Empower our employees through a positive and innovative work environment that promotes collaboration and agile decision-making;
• Respect and value each person, providing a flexible, healthy, and inclusive workplace with a range of attractive benefits;
• Provide a meaningful work experience and prepare our people for future challenges through different opportunities for development and internal mobility;

Our efforts have resulted in several distinctions over time, highlighting the EDP group's strong positioning and its dedication and commitment to attracting and retaining the best talent:

• Top employer certification by Top Employers Institute
• Part of the Bloomberg Gender-Equality Index
• Top 100 Workplaces by Houston Chronicle