Ticketing & Reporting Leader

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Descrição:

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.

Responsabilidades:

- 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.

Requisitos:

- 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.

Condições:

- 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.

Localização: Porto

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