Retail & E‑Commerce ITSM Platforms Specialist

Devoteam; Porto; Presencial; EUR 42 000 - 62 000; Tempo integral

Resumo da oferta

Devoteam Portugal is seeking an ITSM Platform Specialist to administer and optimize ITSM platforms, ensuring performance, security and availability in retail and e-commerce contexts. You will manage incident and change workflows, configure and customize platforms like ServiceNow or Jira Service Management, and collaborate with development teams to integrate ITSM with business systems.

The role demands strong ITIL knowledge and hands-on configuration skills, plus clear documentation and end-user

Qualificações

• Proven experience with ITSM platforms such as ServiceNow, Jira Service Management, BMC Remedy, or comparable solutions.
• Strong knowledge of IT service management processes, including incident management, change management, and service request fulfillment.
• Strong technical experience with ITSM platforms such as BMC Helix, ServiceNow, Jira Service Management, or similar.
• Demonstrated expertise in ITSM platform configuration and customization.
• Solid understanding of IT service delivery and best practices aligned with ITIL frameworks.
• Experience working in retail, e-commerce, or similar fast-paced business environments.
• Strong analytical and problem-solving skills with the ability to troubleshoot complex technical issues.

Responsabilidades

• Administer and maintain ITSM platforms, ensuring optimal performance, availability, and security
• Manage incident and change management workflows, coordinating with stakeholders to minimize service disruptions
• Configure, customize, and optimize ITSM platform features to meet retail and e-commerce business requirements
• Develop and maintain service catalogs that accurately reflect IT services available to end users
• Monitor platform performance metrics and generate analytical reports to identify improvement opportunities
• Provide technical support and training to end users and internal teams on ITSM platform functionality
• Collaborate with development and integration teams to ensure seamless connectivity between ITSM platforms and retail/e-commerce systems
• Implement process improvements and best practices aligned with ITIL frameworks
• Troubleshoot platform issues and resolve technical problems in a timely and efficient manner
• Participate in system upgrades, patches, and maintenance activities with minimal business impact

Conhecimentos

ITSM platforms

ServiceNow

ITIL processes

Incident management

Change management

API integrations

Collaboration across teams

Ferramentas

ServiceNow

Jira Service Management

BMC Remedy

Descrição da oferta de emprego

Devoteam Portugal is seeking an ITSM Platform Specialist to administer and optimize ITSM platforms, ensuring performance, security and availability in retail and e-commerce contexts. You will manage incident and change workflows, configure and customize platforms like ServiceNow or Jira Service Management, and collaborate with development teams to integrate ITSM with business systems.

The role demands strong ITIL knowledge and hands-on configuration skills, plus clear documentation and end-user