Problem Management Analyst

In this project you’ll contact with the European stock market area. Despite its development center being located in Porto and all administrative support in Lisbon, you will be part of a multicultural team that is spread across several European cities.

We are seeking an Problem Management Analyst to join our team in Porto (hybrid model).

Required Skills & Experience

• Degree in Computer Science, Business Administration, or a related field.
  
• Basic knowledge of IT software and hardware.
  
• Strong understanding of IT Service Management (ITSM) processes.
  
• Excellent communication skills and fluency in English.
  
• Strong critical thinking and root cause analysis skills.
  
• High sense of ownership, initiative, and accountability.
  
• Strong team player with the ability to work cross-functionally

Key Accountabilities

• Manage Problems throughout their full lifecycle.
  
• Lead post-incident reviews and debrief calls to determine root cause, client impact, contributing factors, and improvement actions.
  
• Ensure Problems are accurately categorized, prioritized, and progressed.
  
• Drive actions to prevent recurring incidents.
  
• Ensure resources are aligned with the highest-value problem resolution opportunities.
  
• Define clear actions, ownership, and responsibilities for each Problem Record.
  
• Perform root cause analysis to minimize the impact of incidents on IT services.
  
• Participate in the Serious Incident Management process.
  
• Report identified Problems, trends, and corrective actions to relevant stakeholders.
  
• Monitor, report, and regularly review Problem Management performance and quality.
  
• Maintain documentation of Problem Management procedures, processes, and reports.
  
• Collaborate with Problem, Change, and Incident Management process owners to identify improvements and define supporting metrics.

We offer:

•  Health insurance;
  
•  A personalized training plan, with a budget to spend on the training and technical books you find necessary;
  
•  Constant feedback so you can grow professionally;
  
•  Remote onboarding process;
  
•  Team events every semester so you can live new adventures;
  
•  Exclusive discounts and offers from our partners;
  
•  Culture of proximity and transparency. Your ideas and needs are heard and valued by us!