Service Request & Change Analyst

Key responsibilities:

• Manage service requests using ITSM tool and AI-powered platforms.
• Leverage AI and automation to categorise, route requests.
• Collaborate with IT to implement and optimise AI-driven workflows.
• Monitor chatbot and virtual assistant performance, ensuring high-quality user interactions.
• Analyse service request data using AI tools to identify trends and recommend process improvements.
• Produce automated reports and dashboards to track key performance indicators.

Required skills:

• Experience with ITSM platforms (e.g. ServiceNow, Jira Service Management).
• Understanding of AI concepts such as machine learning, NLP and automation.
• Strong analytical and problem-solving abilities.
• Excellent communication and stakeholder management skills.

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

We are proud to be an equal opportunity employer. We do not discriminate against individuals on the basis of race, gender, age, citizenship, religion, sexual orientation, gender identity or expression, disability, or any other legally protected factor. We value the unique talents of all our people, who come from diverse backgrounds with different personal experiences and points of view and we are committed to providing an environment of mutual respect.

Additional Information

This job description is only describing the main activities within a certain role and is not exhaustive. It does not prevent to add more tasks, projects.