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    • IT Asset and Configuration Management Analyst - Lisboa - 2B-On Tech

    2B-On Tech
    2B-On Tech Lisboa

    há 3 semanas

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    Descrição

    About the Job

    This full-time position relates to an internal IT Services Provider within a banking services group and is based in Lisbon (temporarily at Damaia, Amadora) requiring office presence once a week.

    The purpose of this role is to drive asset and configuration management of ITIL practices for IT Service Management in the EU Bank. We are looking for a dedicated individual who will help us make further impact.

    Operating Network

    You will report to the ITSM Manager and be responsible for providing, maintaining, and improving the ITSM CMDB for operations and operational processes.

    Due to the operational risk linked to some processes, it is required that you act as backup for the actual ITSM Manager.

    ITSM is currently based on BMC Helix DWP/Middleware/Smart IT/Discovery cloud solutions, which support Service Catalog for Service Requests, Work Order, Incident, Problem, Change, Knowledge, Release, SLM, Dashboards, and Reports. However, we have serious interest towards ServiceNow cloud solutions.

    Accountabilities

    • Maintain the Configuration Management System, including the CI data model and relationship, to ensure CMDB accuracy and completeness. This involves daily updating the CMDB upon infrastructure change requests completion.
    • Assure that all operational services (and those being prepared) are recorded within the CMDB and aligned with our Enterprise Architecture.
    • Assist in developing standard IT configuration management methodology.
    • Help propose, improve, and develop IT policies, processes, and procedures.
    • Manage, implement, refine, and enforce the IT asset and configuration management policies and processes to support the overall IT operations.
    • Establish a formal CMDB governance model and monitor Key Performance Indicators (KPIs).
    • Support process owners in the development of CMDB policies, processes, and knowledge base, and work closely with them to improve CI data integrity regarding classes, naming conventions, attributes, data sources, and relationships.
    • Implement best practices to support a collection of up-to-date and inter-related configuration items in CMDB about IT infrastructure, applications, and services.
    • Provide Configuration Management process consulting services to project teams and work with other service management processes to understand new requirements and identify how Configuration management can support.
    • Facilitate knowledge transfer within and outside your team through presentations, coaching sessions, or other sharing practices to expand knowledge on CMDB and how to leverage it.
    • Develop and analyze functional and technical specifications.
    • Drive CMDB transformation to align with ITIL best practices.
    • Coordinate and evaluate projects and activities in ITSM domain.
    • Provide expert advice and recommendations to find appropriate solutions and actions in the own area.
    • Develop, establish, and maintain constructive and trustful relationships, as well as efficient communication, with all internal and external stakeholders.
    • Plan activities using an agile mindset and tools.
    • Act as a team player, contributing to team evolution by enhancing processes, fostering innovation, and maintaining a proactive attitude to elevate service quality and drive engineering excellence.

    Qualifications

    • At least 5 years of relevant experience in managing ITIL processes with a focus on IT Asset/Change/Release/Configuration Management.
    • Experience in working successfully with external service providers in a multisource environment.
    • ITIL Foundation Certification (ITIL v3 or ITIL 4) is required. Other superior level of ITIL certifications would be highly valued.
    • Familiarity with IT infrastructure (Azure Cloud and OnPrem) to identify the relationships between CIs.
    • Familiarity with ServiceNow (preferred) and BMC Smart IT/Helix (a plus) – certifications on these solutions would be highly appreciated.
    • Fluent knowledge of Portuguese and English (spoken and written).
    • Experience in working with or leading technical teams in the context of IT Service Management would be valued.
    • A high school diploma is required; a university degree (or degree equivalent to a Bachelor) preferably in Computer Science, Information Systems, or similar relevant fields would be valued.
    • Active listening, communication, flexibility, and teamwork.
    • A very good level of awareness for details.
    • Ability to be autonomous.
    • Commitment to the job and the team objectives.
    • Systematic, critical, and logical thinking.
    • Aim to deliver very high-quality results.
    • Respect the procedures, methodologies, and directives.
    • Good listening and questioning ability.
    • Ability to plan work ahead and prioritize workload.

    We are an equal opportunities employer, committed to diversity and inclusion. We encourage all suitably qualified and eligible candidates to apply regardless of their gender identity/expression, age, racial, ethnic, and cultural background, religion, and beliefs, sexual orientation/identity, disability, or neurodiversity.

    By applying for this position, you acknowledge the importance of maintaining the security and integrity of the information of our organization. In case of selection for the position, you agree to comply with all measures (policies, controls, document classification, and management) implemented by our organization to prevent unauthorized disclosure of any information or any damage to our reputation.

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