Incident Management Analyst - TraineeApply locations Porto time type Full time posted on Posted 2 Days Ago job requisition id R17583
Euronext is the leading pan-European market infrastructure, connecting European economies to global capital markets, to accelerate innovation and sustainable growth. It operates regulated exchanges in Belgium, France, Ireland, Italy, the Netherlands, Norway and Portugal. With close to 2,000 listed issuers and around €6.6 trillion in market capitalization as of end March 2022, it has an unmatched blue-chip franchise and a strong diverse domestic and international client base.
As an Incident Analyst - Trainee you 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. You will also:
Ensure incidents are escalated and facilitated to enable efficient and timely service restorations;Communicate with all levels of management regarding Priority 1 and Priority 2 incidents;Perform trend analysis on incidents in order to identify and prevent them;Perform initial Priority assessments and mediate Priority assessment disputes;Facilitate the restoration of service. Facilitate discussions and identify resulting action items;Ensure the correct technical staff is working on an incident;Escalate issues during the issue resolution;Facilitate and support lessons learned reviews;Assist with enhancements of incident process documentation & incident reports;Assist in measuring and improving information and experience within incident management;Ensure strong, clear and effective communication across all release stakeholders;Ensure standards, tools and best practices are implemented;Educate community about Incident Management services;Complete ad-hoc and ongoing projects on an as-needed basis.Key Accountabilities As an Incident Analyst - Trainee you will:
Drive 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;Identify and use effective benchmarks to provide references against which Service management process performance can be effectively measured and evaluated;Evaluate processes to identify desired outcomes and process performance drivers;Perform detailed analysis of processes and identify key measures of process performance for base lining and attainment of desired outcomes;Develop and document Incident Management processes and procedures;Provide support and guidance to the technical teams as they implement service management policies;Understand advanced concepts and navigate 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.Knowledge, Skills and Experience Required Essential: Degree or equivalent in a computer related subject - IEFP Level VIEnthusiasm 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;Good understanding of IT concepts;Fluency in English.Desirable: Knowledge of financial markets;Knowledge of Equities and Derivatives financial instruments (e.g. Futures, Options/Warrants);Knowledge of ITIL framework and processes.Candidate Criteria: A hands-on mentality and a structured way of working;The ambition and potential to develop a successful IT career;Ability to multi-task and prioritize;Strong awareness and interest in technology;Superb problem-solving skills;Experience in working effectively within a team and on your own;Excellent organizational skills.We are proud to be an equal opportunity employer. Euronext Values Unity We respect and value the people we work with.
We are unified through a common purpose.
We embrace diversity and strive for inclusion.
Integrity We value transparency, communicate honestly and share information openly.
We act with integrity in everything we do.
We don't hide our mistakes, and we learn from them.
Agility We act with a sense of urgency and decisiveness.
We are adaptable, responsive and embrace change.
We take smart risks.
Energy We are positively driven to make a difference and challenge the status quo.
We focus on and encourage personal leadership.
We motivate each other with our ambition.
Accountability We deliver maximum value to our customers and stakeholders.
We take ownership and are accountable for the outcome.
We reward and celebrate performance.
This job description is only describing the main activities within a certain role and is not exhaustive. It does not prevent adding more tasks, projects.
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