IT Operations Analyst, French Speaker

Willis Towers Watson; Lisboa; Presencial; EUR 35 000 - 50 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Flexible working hours

Performance-related remuneration

Career development opportunities

Work-life balance

Resumo da oferta

Willis Towers Watson seeks an IT Operation Analyst in Lisbon to ensure the smooth running of company applications. The role involves managing incident tickets, handling requests, maintaining documentation, and producing reports while working collaboratively.

Ideal candidates should have operational experience in IT, proficiency in both French and English, and expertise in tools like ServiceNow and SQL. Flexible working hours and a competitive compensation package are offered.

Qualificações

• Solid operational experience within IT environment.
• Experience in IT Operations or a similar technical environment.
• Proven experience handling incidents and service requests.

Responsabilidades

• Process and manage incident tickets within defined SLAs.
• Handle catalogue requests for file and directory operations.
• Produce daily reports outlining the status of deliveries.

Conhecimentos

Incident management

Analytical skills

Communication in French and English

Technical documentation

Customer interaction

Ferramentas

ServiceNow

SQL

Linux/Unix

Oracle databases

Descrição da oferta de emprego

Description

About Us

WTW is an award-winning advisory, broking, and solutions company that supports clients worldwide in transforming risk into opportunities for growth. With a rich insurance heritage dating back to 1828, from the Titanic in 1912 to the Moon Buggy in 1971, WTW brings deep industry expertise and longstanding experience. Our WTW Regional Delivery Center, based in the heart of Lisbon, brings together a strong global team of more than 400 colleagues who deliver operational excellence every day through innovation and streamlined, efficient solutions.

The Opportunity

The IT Operation Analyst ensures that the company's applications are running correctly, taking incidents into account within the timeframe defined by the SLAs, and communicates with the MOE teams responsible for the applications concerned to obtain instructions, or escalates to the technical teams concerned depending on the nature of the incident

What will you do?

• Process and manage incident tickets, including batch processing incidents escalated by the Operations Pilot, as well as database, system, application, and hardware‑related issues.
• Handle a range of catalogue requests, such as file and directory deposits, modifications, creations, copies and transfers, database‑related actions, log transmissions, treatment execution, information requests, and the dispatch of backup tapes.
• Execute technical and application‑related changes, including deliveries, ensuring appropriate reporting is completed.
• Maintain a high level of accuracy and attention to detail, applying strong analytical and problem‑solving skills in daily activities.
• Update delivery procedures, production environment documentation, and batch treatment instruction guides on a daily basis to ensure operational consistency.
• Work collaboratively within a team environment, contributing to shared objectives and operational effectiveness.
• Produce daily reports outlining the status of deliveries and related activities.
• Demonstrate the ability to understand and navigate complex business processes involving multiple stakeholder groups and perspectives.
• Support audit activities as required, including providing relevant information and documentation.
• Participate in the live ticketing process, contributing to and recommending prioritisation where appropriate.

Qualifications

What We’re Looking For

You will bring solid operational experience within IT environment, combined with strong analytical capabilities and a structured, methodical approach.

• Experience in IT Operations or a similar technical environment.
• Strong verbal and written communication skills in both French and English.
• Proven experience handling incidents, service requests, and technical changes in production environments.
• Experience interacting directly with French IT users, lead Ops, and other stakeholders.
• Exposure to audit processes and ability to provide clear explanations to internal or external auditors when required.
• Ability to produce clear daily reports and maintain updated documentation and delivery procedures.

Technical Expertise

• Solid experience with ticketing tools such as ServiceNow (SNOW)
• Experience with monitoring and supervision tools
• Hands‑on experience with batch scheduling tools
• Knowledge of file transfer and flow management tools
• Working knowledge of Oracle databases
• Experience managing technical deliveries using SQL scripts
• Knowledge of operating systems including Linux/Unix, and Windows Server
• Knoledge of Shell scripting,

Why WTW?

• Work‑Life Balance: Enjoy flexible working hours and hybrid working options to suit your lifestyle.
• Competitive Compensation: Benefit from an attractive, performance‑related remuneration system.
• Global Exposure: Join an international consultancy with the security of a global corporation and renowned clients.
• Career Development: Experience a steep learning curve and ample opportunities for individual career growth through on‑the‑job learning and specialist training.
• Collaborative Culture: Work in a collegial, appreciative, and dynamic environment where decisions are made together.
• Impactful Work: Quickly take on responsibility and make an impact with direct customer contact.
• Community and Celebration: Participate in corporate events and celebrate our successes together.

Willis Towers Watson is an equal opportunity employer.