Software & Platform Support Analyst

The role aims to support and continuously optimize IT Operations by combining Service Management practices with foundational software development skills.

This position will contribute to the stability and efficiency of services by not only executing core Service Management activities but also developing lightweight solutions (e.g., scripts, automations, monitoring enhancements, and temporary workarounds) that improve operational performance, reduce manual effort, and accelerate incident resolution.

• Support and apply Service Management best practices (e.g., ITIL, Agile), adapting them to operational needs.• Participate in key processes such as Monitoring & Event Management, Incident Management, Problem Management, Service Request Management, and Change Management.• Assist in the identification of recurring issues and contribute to defining preventive and corrective actions.• Collaborate in service monitoring activities, helping improve visibility and early detection of incidents.• Contribute to documentation and knowledge management to enhance operational efficiency.

• Develop simple scripts or tools to automate repetitive operational tasks.• Support the implementation and enhancement of monitoring solutions (alerts, dashboards, log analysis).• Create temporary technical workarounds to mitigate service impacts while permanent fixes are developed.• Identify opportunities for optimization in service operations and propose lightweight technical solutions. 

• Creates and documents basic designs for simple tools, scripts, or components using agreed standards and guidelines.• Contributes to the design of small enhancements that improve operational processes.• Reviews own work for quality and consistency. 

• Designs, codes, tests, and maintains simple scripts or small applications focused on operational efficiency.• Applies development best practices and coding standards.• Refactors and improves existing scripts and tools used in operations.

• Executes test scripts and validates developed solutions (e.g., scripts, automations).• Records results and ensures solutions meet operational requirements.• Understands the role of testing in ensuring reliability and stability of services.

• Assists in investigating and resolving application issues.• Supports maintenance activities and contributes to faster resolution through technical analysis and tooling.

• Strong process mindset with interest in Service Management• Basic programming/scripting skills• Problem-solving and analytical thinking• Curiosity and proactive mindset for automation and optimization• Risk awareness and sense of ownership

• Tech Lead & Product Teams (consultants, developers, project managers)
• Product Owners and business stakeholders
• Service Management teams
• External suppliers