Minor Hotels Europe and Americas

Business Analyst – Quality Assurance, ITSM, ITOM

Minor Hotels Europe and Americas

full-time

Posted on:

Location Type: Hybrid

Location: Lisboa • 🇵🇹 Portugal

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Job Level

Mid-LevelSenior

Tech Stack

ITSMServiceNow

About the role

  • Lead and support the implementation, configuration, and optimization of ServiceNow ITSM modules for national and international clients
  • Collaborate with stakeholders to analyze service delivery processes, identify improvement opportunities, and design scalable solutions
  • Translate business needs into technical designs, ensuring alignment with platform capabilities and best practices
  • Configure and customize the platform using workflows, scripts, and rules to meet client-specific requirements
  • Work closely with cross-functional teams, including developers, architects, and process owners, throughout the project lifecycle
  • Stay current with ServiceNow platform updates, ITSM trends, and ITIL evolutions, applying this knowledge to enhance solution quality
  • Contribute to a collaborative and agile working environment, participating in Scrum/Kanban ceremonies and promoting continuous delivery

Requirements

  • Minimum of 4 years of experience managing and configuring ServiceNow ITSM modules
  • Deep understanding of ITIL best practices and their practical application within ServiceNow
  • Strong analytical skills to assess and optimize processes and workflows across ITSM domains
  • Proven ability to gather and translate business requirements from multiple stakeholders into clear and actionable technical specifications
  • Hands-on experience configuring workflows, business rules, and client scripts to extend and tailor ITSM functionality
  • Experience in process mapping, gap analysis, and continuous improvement of IT service operations
  • Fluent in Portuguese and English (both verbal and written); additional languages are a plus
  • Structured, organized, and detail-oriented in your approach to work.
Benefits
  • Flexibility enables a better work-life balance
  • Health and Life insurance
  • Referral program with bonuses for talent recommendations
  • Local programs that promote people growth, reskill and new skills development (Career Acceleration Programs)

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
ServiceNow ITSMconfigurationoptimizationworkflowsscriptsbusiness rulesprocess mappinggap analysiscontinuous improvementITIL
Soft skills
analytical skillscollaborationcommunicationorganizational skillsdetail-orientedstakeholder managementproblem-solvingagile methodologyadaptabilityteamwork