IT Service Management & Compliance Analyst

IT Service Management & Compliance Analyst
Lisboa
Lisboa, Lisboa, Portugal

IT Service Management & Compliance Analyst
Service Management & Introduction

• Lead and coordinate the Service Introduction process for new and existing IT services, ensuring alignment with business objectives and compliance with global IT standards.
• Support IT vendor onboarding, ensuring adherence to the Third-Party Risk Management (TPRM) process according to each vendor’s risk level.
• Maintain and update the IT Service Catalogue to ensure an accurate representation of all services.
• Oversee service onboarding and engagement with key users, local and central IT teams, and
  - party suppliers.
• Gather and maintain service-related documentation in O365 repositories; upload and manage relevant application support articles and documents in the IT Knowledge Base (e. g. Service
  Now).
• Facilitate approval gates, prepare supporting documentation, and extract/report IT key performance indicators (KPIs).
• Ensure configuration management and asset integrity by validating service architecture and maintaining accurate records in the CMDB.

Compliance & Controls

• Support Global IT Controls Framework activities, including annual exercises for all critical systems (e. g. SAP, EDI, and others), and compile/provide evidence for regular assessment exercises.
• Conduct and document Information Classification & Availability Assessments (ICAA), Information Security Assessments (ISA), and Exceptions to Policy (ETP).
• Coordinate and support internal and external audits, penetration testing, and disaster recovery (DR) readiness exercises.
• Receive vulnerability reports and engage with local operations teams to ensure timely remediation of OS, database, and application vulnerabilities.
• Drive Continual Service Improvement (CSI) by collaborating with stakeholders to identify and implement service enhancements.

Incident & Problem Management

• Participate in crisis management teams for
  - priority incidents impacting owned services.
• Oversee incident and problem management processes, ensuring timely resolution, root cause analysis, and permanent fixes in collaboration with local and central IT teams.
• Ensure proper closure of incident tickets, with thorough investigation and documented root cause analysis for priority incidents, engaging all relevant stakeholders as needed.

Change, Release & Request Management

• Ensure adherence to change, release, and service request processes, maintaining compliance and risk acceptance documentation.
• Participate in regular Change Advisory Board (CAB) meetings, representing business and IT approval decisions on changes impacting services.

Education Profile & Core Skills
Education

• Background in Information Technology, ideally with a bachelor’s or master’s degree in Computer Science, Information Systems, or a related field.
• Additional training in Service Management, Configuration Management, and Cybersecurity is valued.

Technical Skills

• Strong understanding of IT Service Management frameworks (e. g. ITIL) and ITSM systems.
• Experience in compliance, risk management, and audit processes.
• Experience with configuration management, asset management, and service catalogue maintenance is a plus.
• Familiarity with Office 365, ideally with experience in the Power Platform.
• Understanding of RDBMS (e. g. MS SQL), hybrid infrastructure models, and data integration is a plus.

Language Skills

• Good English communication skills, both verbal and written.

Soft Skills

• Communication: Strong written and verbal communication skills; able to convey technical information clearly to diverse audiences.
• Stakeholder & Team Collaboration: Builds strong relationships across business, local IT, central IT, and third parties.
• Analytical Thinking & Problem Solving: Applies structured thinking to diagnose issues and develop practical solutions.
• Adaptability & Forward-Thinking: Thrives in dynamic environments and adapts quickly to change.
• Goal & Results Orientation: Focused on delivering outcomes aligned with operational and strategic objectives.
• Priority & Time Management: Effectively balances multiple initiatives and deadlines.
• Interpersonal Skills: Demonstrates empathy, professionalism, and flexibility.
• Ownership & Accountability: Clearly defines responsibilities and ensures accountability.
• Ethics & Values: Acts with integrity and alignment to organizational values.