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Volkswagen Group

IT Service Analyst

Volkswagen Group

. Provide global support according to business expectations based on SLA, focused on Incident, Problem, Change and Request Management processes using the ITIL framework .

Posted 10/6/2026full-timeLisbon • PortugalMid-LevelSeniorWebsite

Core Competencies

Role fit
Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in Incident, Problem, Change, and Request Management processes using the ITIL framework, with a strong focus on application support for mobile online services and effective collaboration with international teams.

Highest-signal resume keywords
ITIL FrameworkApplication SupportAgile MethodologiesProblem-Solving SkillsCustomer Orientation

ATS Keywords

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Applicant Tracking System Keywords

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Soft Skills
Communication SkillsCollaboration SkillsCustomer OrientationProblem-Solving Skills
Certifications & Qualifications
ITIL CertificationCloud Certification
Industry Keywords
Incident ManagementProblem ManagementChange ManagementRequest ManagementOnline Services

Tech Stack

Tools & technologies
Cloud

About the role

Key responsibilities & impact
  • Provide global support according to business expectations based on SLA, focused on Incident, Problem, Change and Request Management processes using the ITIL framework
  • Identify and solve technical issues related to online services that allow VW Group customers to communicate remotely with their vehicles
  • Collaborate directly with the team in Germany to manage customer expectations and meet client expectations
  • Verify information, categorization and prioritization for content, completeness and request completion when necessary
  • Document additional information
  • Provide application support for mobile online services and refer unresolved requests to subsequent support structures

Requirements

What you’ll need
  • Academic background in IT/Engineering or related relevant experience
  • English fluency, both written and spoken
  • Great customer orientation and advanced problem-solving skills
  • Great communication and collaboration skills, and a "get things done" attitude
  • Background and interest in Application Support
  • Previous contact with Agile Methodologies
  • Some sort or Certification in ITIL or Cloud (not mandatory)

Benefits

Comp & perks
  • 1200€ to equip your home office
  • Flex allowance: 720€/year (60€ per month x12)
  • Performance bonus
  • Health insurance extendable to your household
  • Wellbeing program extendable to your household
  • Life insurance
  • Pension fund
  • Smartphone & phone data plan
  • Discounts on VW Group cars and special financing conditions
  • Tailored remote-friendly setup for every team's vibe!
  • Flexible working hours
  • Multicultural reality with + 30 different nationalities
  • Pet friendly environment
  • Internal mobility program focused on personal & professional growth
  • Mix and mingle across teams for idea-sharing and bonding