Service Management Specialist — ITSM & ServiceNow

Claranet limited; Lisboa; On-site; EUR 28,000 - 42,000; Full time

Benefits offered by this job

Salary package commensurate with role

Job summary

Claranet Limited in Lisbon is seeking a Service Management professional to join the TalentTeam. You will receive, process, and manage customer emails, provide service clarification, and monitor SLAs to ensure timely resolutions.

You will analyze incidents, generate reports, and collaborate with internal teams to drive continuous improvement in service delivery. Strong communication and ITSM knowledge are essential for success.

Qualifications

• Excellent verbal and written communication.
• Strong conflict management and problem-solving abilities.
• High level of commitment and accountability.
• Proactive mindset and ability to work independently.
• Team-oriented approach and strong collaboration skills.
• Passion for challenges and continuous learning.
• Strong customer service and customer-centric mindset.
• Excellent stress management and ability to work under pressure.

Responsibilities

• Receive, process, and manage customer emails and requests.
• Provide support and clarification regarding available services, including status updates and urgent requests.
• Analyze and manage incidents, service requests, complaints, and customer satisfaction surveys.
• Monitor and control service backlogs to ensure timely resolution of tickets.
• Track and manage Service Level Agreements (SLAs), ensuring contractual targets are achieved.
• Produce daily, weekly, and monthly performance and operational reports.
• Perform data analysis to identify trends, risks, and opportunities for service improvement.
• Participate in CAB (Change Advisory Board) meetings and support change management activities.
• Collaborate with internal teams to ensure service quality and operational excellence.
• Contribute to continuous improvement initiatives and process optimization.

Skills

Communication

Conflict management

Accountability

Proactivity

Teamwork

Learning mindset

Customer service

Stress management

Punctuality

Tools

ServiceNow

Microsoft Excel

Job description

Claranet Limited in Lisbon is seeking a Service Management professional to join the TalentTeam. You will receive, process, and manage customer emails, provide service clarification, and monitor SLAs to ensure timely resolutions.

You will analyze incidents, generate reports, and collaborate with internal teams to drive continuous improvement in service delivery. Strong communication and ITSM knowledge are essential for success.