Retail & E-Commerce | ITSM Platforms Specialist

Location: Porto, Porto, pt

Company Description

At Devoteam, we believe that technology with strong human values can actively drive change for the better. Discover how Tech for People unlocks the future, creating a positive impact on the people and the world around us. We are a global leading player in Digital Transformation for leading organisations across EMEA, with a revenue of €1B. We believe in transforming technology to create value for our clients, partners and employees in a world where technology is developed for people. We are proud of the culture we have built together. We are proud of our people at the service of technology. We are proud of our diverse environment. Because we are #TechforPeople. Join our multidisciplinary team of Cloud experts, Designers, Business consultants, Security experts, Engineers, Developers and other extraordinary talents, spread across more than 20 EMEA countries. Become one of our +10.000 tech and business leaders on cloud, data and cyber security. Let’s fuse creativity with technology together and build innovative solutions that actively change things for the better.

Job Description

• Administer and maintain ITSM platforms, ensuring optimal performance, availability, and security
• Manage incident and change management workflows, coordinating with stakeholders to minimize service disruptions.
• Configure, customize, and optimize ITSM platform features to meet retail and e-commerce business requirements.
• Develop and maintain service catalogs that accurately reflect IT services available to end users.
• Monitor platform performance metrics and generate analytical reports to identify improvement opportunities.
• Provide technical support and training to end users and internal teams on ITSM platform functionality.
• Collaborate with development and integration teams to ensure seamless connectivity between ITSM platforms and retail/e-commerce systems.
• Implement process improvements and best practices aligned with ITIL frameworks.
• Troubleshoot platform issues and resolve technical problems in a timely and efficient manner.
• Participate in system upgrades, patches, and maintenance activities with minimal business impact.

Qualifications

• Proven experience with ITSM platforms such as ServiceNow, Jira Service Management, BMC Remedy, or comparable solutions.
• Strong knowledge of IT service management processes, including incident management, change management, and service request fulfillment.
• Strong technical experience with ITSM platforms such as BMC Helix, ServiceNow, Jira Service Management, or similar.
• Demonstrated expertise in ITSM platform configuration and customization.
• Solid understanding of IT service delivery and best practices aligned with ITIL frameworks.
• Experience working in retail, e-commerce, or similar fast-paced business environments.
• Strong analytical and problem-solving skills with the ability to troubleshoot complex technical issues.
• Excellent organizational and time management abilities.
• Proficiency in documenting processes and creating technical documentation.
• Experience with API integrations and system connectivity.
• Strong communication and interpersonal skills with the ability to work effectively across teams.
• Preferred: Experience with incident and change management tools and workflows.
• Preferred: Knowledge of retail or e-commerce business processes and systems.
• Expertise in ITSM platforms who ensures they are robust, scalable, and properly configured to support defined service management processes.

Additional Information

The Devoteam Group works for equal opportunities, promoting its employees based on merit and actively fights against all forms of discrimination. We are convinced that diversity contributes to the creativity, dynamism and excellence of our organization. All of our vacancies are open to people with disabilities.