Continual Service Improvement Analyst

Euronext | Posted 4-05-2021

Porto (Base de dados)

Job Description Summary

The Continual Service Improvement Analyst - Trainee is responsible for the ongoing service improvement activities within the ICT service delivery lifecycle and looks for opportunities to improve the performance of services to deliver enhanced value to the business.

The selected candidate will be part of a team based in Porto covering all market operational hours (shift system in a 24/7 operation), and will work in a high-tech learning environment with colleagues across all Euronext locations.

He/She will act as an ITIL expert in the analysis and development of existing processes, procedures and methods to promote effective business and systems operations through standardization, improvement, simplification and discontinuance, and will establish and maintain strong and productive relationships with key stakeholders ensuring that the service requirements of the business are understood and are incorporated into a framework of continuous improvement.

Key Accountabilities

  • Drives the continual improvement of ITIL processes by analyzing process performance data and measures, comparing process performance against performance targets, reporting process performance information, and recommending changes to processes, performance measures and/or targets to maximize process performance;

  • Identifies and utilizes effective benchmarks to provide references against which Service management process performance can be effectively measured and evaluated;

  • Evaluates processes to identify desired outcomes and process performance drivers;

  • Performs detailed analysis of processes and identifies key measures of process performance for base lining and attainment of desired outcomes;

  • Develops and documents CSI processes and procedures;

  • Provides support and guidance to the technical teams as they implement service management policies.

  • Understands advanced concepts and navigates the relationships between Processes, Process requirements, and business/IT management needs that are moderate to complex in nature which may span across multiple ITSM Processes;

  • Maintain standard operating procedures (SOP) and job aids ensuring they are current and easily accessible.

Profile and Skills


  • Degree, CET or equivalent in a computer related subject;

  • Enthusiasm combined with a collaborative attitude;

  • Excellent communication skills, both oral and written;

  • English is a must, as it will be used on a daily basis to communicate with other teams and customers;

  • Excellent interpersonal skills;

  • An affinity with: O/S - Windows, Linux and/or Solaris; Database - MS SQL/Oracle; Monitoring Systems - Nagios; Network - Juniper/Cisco; Security - TCP/IP, TCPdump, Nessus, Snort.

We are proud to be an equal opportunity employer. We do not discriminate against individuals on the basis of race, gender, age, citizenship, religion, sexual orientation, gender identity or expression, disability, or any other legally protected factor. We value the unique talents of all our people, who come from diverse backgrounds with different personal experiences and points of view and we are committed to providing an environment of mutual respect.

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