Service Management Analyst

Service Management Analyst
Lisboa
Lisboa, Lisboa, Portugal

Job Title: Service Management Analyst

Location: Lisbon, Portugal

Work model: Full-time, Hybrid (3x office per week)

About Mozaydo

Mozaydo was built by people who believe work should feel human - even when powered by technology.

We’re a
- first company that connects talent, technology, and purpose to help companies grow sustainably.

Here, ownership matters more than control, and progress matters more than perfection.

People powered. Technology enabled.

About the Role

We’re expanding our Technology Services Team capacity to support our customers.

This professional will be responsible for supporting operational processes, managing incidents and changes, and ensuring smooth execution of IT workflows. The ideal candidate combines technical knowledge with strong process orientation, automation skills, and effective communication in
- pressure situations.

Responsibilities

• Support Change Management processes and maintain the CMDB, ensuring accuracy and compliance with organizational standards;
• Monitor and manage IT operations using monitoring tools and job scheduling systems;
• Assist in the automation of operational processes to improve efficiency and reduce manual interventions;
• Participate in incident management, including war room coordination with multiple stakeholders, ensuring timely resolution and clear communication;
• Document workflows, procedures, and processes to maintain high levels of operational quality and compliance;
• Collaborate with
  - functional teams to ensure smooth execution of IT services and process adherence;
• Analyse operational data and provide insights to optimize service delivery and support continuous improvement initiatives.

Requirements

• Knowledge of Change Management concepts, CMDB, and IT service management processes;
• Proficiency in SQL and database management for operational tasks;
• Experience with monitoring tools and job scheduling systems;
• Strong process orientation and experience in documenting and improving operational workflows;
• Ability to automate operational processes and work proactively to enhance efficiency;
• Excellent communication, collaboration, and coordination skills, especially in incident management scenarios involving multiple stakeholders;
• Strong analytical and
  - solving skills, with attention to detail;
• Proactive, autonomous, and able to work effectively under pressure;
• Good command of the English language (spoken and written).

What We Offer

• Flexible work.
• Culture of autonomy and trust.
• Challenging and human projects.
• Opportunities for growth and continuous learning.

Hiring Process

Our hiring process is designed to ensure the best match between talent and opportunity. Steps may vary slightly depending on the specific role.

• Introductory Meeting with Mozaydo - to get to know you, your experience, and career goals.
• Client Interview - a conversation with the client to explore alignment with the role and team.
• Technical Assessment - evaluation of specific skills and expertise, when relevant.
• Final Interview (Cultural Fit) - focused on values, mindset, and collaboration style.