Ticketing & Reporting Leader

Clan; Porto; On-site; EUR 35,000 - 50,000; Full time

Benefits offered by this job

Integração estruturada na organização

Oportunidades de carreira em SSC

Processo de recrutamento sólido e com跟

Engenho analítico e foco no cliente

Ambiente internacional

Job summary

A Clan está a expandir em Porto, procurando integrar uma equipa para suportar atividades de negócio internas. O posto oferece oportunidade de impactar desde o início, contribuindo para a definição de formas de trabalho e a responsabilização por entregáveis-chave.

O ambiente internacional favorece o crescimento de competências ao longo do tempo. O candidato ideal terá experiência prática em ITSM, gestão de incidentes e dashboards, com fluência em inglês.

Qualifications

• 3+ anos de experiência em ITSM, gestão de serviços ou reporting analítico.
• Experiência prática em configuração de plataformas ITSM, fluxos de trabalho, catálogos de serviços e dashboards.
• Experiência em ambientes GBS (Global Business Services) é valorizada.
• Forte compreensão de incident management, service requests, SLAs e escalonamento.
• Habilidades analíticas para transformar dados em KPIs acionáveis.

Responsibilities

• Configurar e administrar a plataforma de tickets compartilhada.
• Definir fluxos de serviço transversais e modelos de SLA.
• Garantir a qualidade de dados e a confiabilidade de reporting de KPIs.
• Apoiar a industrialização progressiva do modelo operativo do SSC.
• Colaborar com equipas de negócio para alinhar processos e requisitos de reporting.
• Desenvolver dashboards e relatórios de gestão para transparência de performance.

Skills

ITSM

Dashboards

Análise de KPIs

Comunicação

Foco no cliente

Tools

Plataformas ITSM

Relatórios/ Dashboards

Job description

Sobre a função

A global industrial group is expanding its presence in Porto and building a team to support a variety of internal business activities.

This position offers the opportunity to work in a dynamic and evolving environment where you can make a tangible impact from the outset. As an early team member, you will have the opportunity to contribute to the setup of activities, help define effective ways of working and take responsibility for key deliverables. The role offers exposure to an international environment and the possibility to expand your skills and responsibilities over time.

O que terás de fazer

• -Configure and administer the shared ticketing platform;
• - Define cross-functional service workflows and SLA models;
• - Ensure data quality and the reliability of KPI reporting;
• - Support the progressive industrialization of the Shared Services Center operating model;
• - Collaborate with business teams to align processes and reporting requirements;
• - Develop dashboards and management reports to support performance transparency.

O que deves garantir

• - 3+ years of experience in ITSM, service management, ticketing platform administration, or analytical reporting;
• - Hands-on experience configuring ITSM platforms, including workflows, service catalogs, routing rules, and dashboards;
• - Professional experience in GBS (Global Business Services) environments;
• - Strong understanding of incident management, service requests, SLAs, and escalation processes;
• - Analytical skills with the ability to transform data into meaningful KPIs and actionable insights for continuous improvement;
• - Strong communication skills and a customer-focused mindset;
• - Experience working in international or multicultural environments is considered an asset;
• - Fluency in English (mandatory); French and German are considered a plus.

O que te proporcionamos

• - Integration into a structured organization with support throughout the entire employment journey;
• - Opportunity for career growth within a shared services environment;
• - A secure, transparent, and people-focused recruitment process, with dedicated support from Clan.
• - 3+ years of experience in ITSM, service management, ticketing platform administration, or analytical reporting;
• - Hands-on experience configuring ITSM platforms, including workflows, service catalogs, routing rules, and dashboards;
• - Professional experience in GBS (Global Business Services) environments;
• - Strong understanding of incident management, service requests, SLAs, and escalation processes;
• - Analytical skills with the ability to transform data into meaningful KPIs and actionable insights for continuous improvement;
• - Strong communication skills and a customer-focused mindset;
• - Experience working in international or multicultural environments is considered an asset;
• - Fluency in English (mandatory); French and German are considered a plus.