ITSM Service Analysts at Planet

Porto, Porto, Portugal

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Not SpecifiedCompensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Retail, Hospitality, Financial ServicesIndustries

Requirements

Bachelor’s degree in Information Technology, Business Analytics, Computer Science, or a related field
2–4 years of experience in IT Service Management reporting, operations, or service analytics
Working knowledge of ITIL framework; ITIL Foundation certification preferred
Proficiency with ITSM platforms such as ServiceNow, BMC Remedy, or Jira Service Management
Strong skills in data analysis, Excel (pivot tables, lookups), and Power BI or similar visualization tools
Attention to detail with the ability to interpret and present complex data to technical and non-technical audiences
Experience in a financial services or regulated industry (e.g., banking, fintech, insurance) (preferred)
Familiarity with operational risk reporting or internal/external audit processes (preferred)
Understanding of cloud-based service operations and performance monitoring (preferred)
Exposure to SQL, scripting, or automation tools (e.g., Python) (preferred)

Responsibilities

Develop, maintain, and distribute service performance reports across Incident, Change, Problem, and Request Fulfilment processes
Monitor SLAs, KPIs, and OLAs, ensuring accurate reflection of service health and operational commitments
Build and enhance dashboards and visualizations using reporting tools such as Power BI, Excel, ServiceNow Performance Analytics, or similar
Track and analyze trends in service delivery to identify recurring issues, gaps, and opportunities for improvement
Support service reviews with actionable insights and support preparation for senior IT and business stakeholder meetings
Ensure the accuracy, consistency, and completeness of data captured within the ITSM platform (e.g., ServiceNow)
Validate and reconcile data for regulatory and audit reporting, including compliance with frameworks such as PCI DSS, DORA, ACPR and GDPR
Assist in the development and maintenance of control evidence and audit response materials related to ITSM process adherence
Support process owners (e.g., Incident, Change, Problem) with ad-hoc reporting, metrics tracking, and trend analysis
Participate in post-incident reviews, change reviews, and service improvement initiatives by providing relevant metrics and commentary
Contribute to continual service improvement (CSI) activities by identifying performance bottlenecks or process inefficiencies

Skills

Key technologies and capabilities for this role

Power BIExcelServiceNowPerformance AnalyticsITSMSLAKPIIncident ManagementChange ManagementProblem ManagementRequest FulfilmentDashboards

Questions & Answers

Common questions about this position

What is the employment type for this ITSM Service Analyst role?

The position is full-time.

Is this ITSM Service Analyst position remote or office-based?

This information is not specified in the job description.

What key skills are required for the ITSM Service Analyst role?

The role requires skills in developing reports and dashboards using tools like Power BI, Excel, and ServiceNow Performance Analytics, along with expertise in ITSM processes such as Incident, Change, Problem, and Request Fulfilment, and knowledge of compliance frameworks like PCI DSS, DORA, ACPR, and GDPR.

What is the company culture like at Planet?

This information is not specified in the job description.

What makes a strong candidate for the ITSM Service Analyst position?

A strong candidate is detail-oriented and analytical, with the ability to produce high-quality reports, monitor SLAs and KPIs, ensure data accuracy for compliance, and provide actionable insights to stakeholders.

Planet

High-resolution satellite imagery subscription service

About Planet

Planet captures high-resolution satellite images of the Earth using a fleet of small satellites called Doves. These satellites provide near-daily, detailed imagery across eight different bands, allowing clients to monitor environmental changes, manage resources, plan urban developments, and respond to disasters. The company operates on a subscription-based model, giving clients access to a vast library of images and data analytics tools. This approach ensures consistent revenue as clients require ongoing updates. Planet differentiates itself by offering customized solutions and educational resources through Planet School, helping users effectively utilize their platform. The goal of Planet is to be a leader in the geospatial intelligence market, providing valuable insights through frequent and detailed Earth observation.

San Francisco, CaliforniaHeadquarters

2010Year Founded

$617.1MTotal Funding

IPOCompany Stage

Data & Analytics, AerospaceIndustries

1,001-5,000Employees