What's this role about?
* Ensure all requests, incidents and queries are triaged in Service Management tool within agreed SLAs * Evaluating business processes, anticipating requirements, uncovering areas for improvement, and developing and implementing solutions * Performing requirements analysis * Documenting and communicating the results of your efforts * Working closely with clients, technicians, and managerial staff * Ensuring solutions meet business needs and requirements * Performing user acceptance testing.
What skills and experience do you need?
* Experience working with customers.
* Experience with SQL or MS Excel for data processing or reporting.
* Very good analytical thinking focused on details.
* Strong written and verbal communication skills.
* High knowledge of English language (> 70% Level).
* Capable of identifying trends and using statistics to interpret data.
* Organized, methodical and structured approach to work, attention to details * Ability to evaluate the current environment, gather needs, and propose a recommended CM solution.
* Curiosity and business acumen.
* Self-starter and driven.
* Basic understanding of how the Internet works, (Servers, Packages, IPs, Clients,
What's in it for you?
*Desirable skills* * Windows or Linux administration.
* MSDynamics or Peoplesoft knowledge is desirable.
* Previous experience in analyst positions.
* Some technical skills and understanding of the software development lifecycle * Understanding of developing languages such as VBA, C++, Python, Java * Database Administration SQL.
* Design/architect skills: Ability to define and design CM standards for the technology.
* Experience of working with IT customer service, support operation and project management.
* Knowledge of SLA structure