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Global IT Service Quality Analyst

Job Description

The Company.

For one of our client, an international Shared Service Centre based in Barcelona, we are currently recruiting for a Global IT Service Quality Analyst.

The Job.

In this role, you will assist with the implementation and monitor continuous improvement program for Business Technology Team across the globe.  The main tasks include:

– Monitor the performance of the IT Service Quality team
– Research, review, and analyse the effectiveness and efficiency of existing Service Management report procedures and systems 
– Ensure that company's quality procedures, standards and specifications are kept
– Research and recommend key performance indicators in order to provide better intelligence in reporting
– Initiate, implement and monitor comprehensive corrective actions and preventive measures
– Identify and drive opportunities for improving service operations processes to drive cost and process efficiencies
– Compile and uphold processes related to all standard reporting
– Support the Global Service Quality Manager in the design and implementation of a Service Level Agreement concepts
– Coordinate the Major Incident process, contribute to design and development of Incident Management processes, tools, templates, documents and reports
– Support the Senior Global Change Analyst in the CM process when required
– Establish and maintain principles, policies and definitions of service management

The Profile.

– Certifications in ITIL and experience in implementing ITIL Service Management practices to large IT Organizations 
– You have 3+ years working with KPI’s and performance management for IT services
– You are highly organized, data driven with strong analytical skills and attention to details
– You have strong ability to identify problem and drive solutions,
– You are able to compile complex data and present them in c clear and consistent manner
– You have Strong knowledge developing and analysing service metrics and trends
– You have excellent oral and written communication skills
– You have strong Customer service skills and passionate about service excellence
– You have a positive mindset with a hands-on attitude

The Offer.

– Salary based on level of experience + additional benefits (meal vouchers, life insurance, pension plan, etc.)
– A job with impact on the organization
– Career opportunities
– International and multicultural environment
– A Company with worldwide reputation
– Start date: asap

Ref: GQA001


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