IT Service Delivery Analyst
Zoom
Athens, Greece
πριν από 1 μέρα
source : Just Join IT

RPA (advanced)

IT Support (advanced)

IT Service Delivery Analyst

Full Time / US-Remote

Role

You will be a key member of the IT Support team that delivers Happiness to our internal users. The IT Service Delivery Analyst is responsible for working with IT teams to provide timely analysis and recommendations to resolve internal issues.

This person will drive the development and implementation of robust self-service automation & process to ensure that high quality service is delivered to our internal users.

Qualifications

  • Bachelor degree in Computer Science, Engineering, or MIS or equivalent work experience
  • Minimum of 7 years of experience in providing technical support and delivering services to users in a fast pace and dynamic environment.
  • Minimum 5 or more years of direct hands-on experience in chatbot, robotic process automation (RPA) and self-service best practices
  • Passionate about technology enablement to drive solutions and deliver top notch user experience
  • Solid understanding of ITIL, ITSM and information security risk management framework
  • Working knowledge of Knowledge-Centered Service (KCS) methodology, UX design and search engine optimization (SEO) process
  • Familiarity with design and implementation of customer contact solutions to meet business goals and align with organizational priorities.
  • Strong analytical and quantitative skills with ability to use hard data and metrics to explain issues, drive recommendations and prioritization.
  • Excellent hands-on IT technical knowledge in Windows, Mac, G-Suite, Microsoft Office products, anti-malware, network, VPN, etc.
  • Responsibility

  • Responsible for working with IT leadership team to drive overall service delivery excellence.
  • Responsible for reviewing and recommending appropriate actions to improve, simplify and automate the day-to-day operations and the user experience within the area of IT support.
  • Responsible for promoting and driving the self-service and automation of IT Requests and Services through the use of chatbot and RPA.
  • Responsible to coordinate delivery of services to internal users and work with cross-functional teams to ensure IT services are operational.
  • Partner with Technical Trainer and Technical Writer to create knowledge base articles for both the team and end-user
  • Monitor day-to-day support activities and escalations to drive and provide a strong customer service-oriented environment focused on problem prediction, detection and resolution.
  • Work with internal and cross-functional teams to ensure root cause is identified, action plans are developed and ensure timely follow-up on user issue resolution.
  • Proactively monitor ticket metrics and other reports to drive resolution and corrective action as needed.
  • Responsible for reviewing and recommending appropriate actions to improve, simplify and automate the day-to-day operations and the user experience within the area of IT support.
  • Soft Skill Required

  • Demonstrated problem-solving skills with a high level of initiative and attention to detail and a strong focus on accuracy
  • Ability to work independently while understanding the necessity for communicating and coordinating work efforts with other team members and employees.
  • Working knowledge and understanding of service management principles (incident, problem, change management).
  • Passionate about customer service and customer satisfaction.
  • Excellent business communication skills to effectively document results, instructions, and recommendations, with demonstrated ability to effectively communicate basic technical information verbally and in writing to non-technical personnel.
  • Excellent customer service skills to understand issues and provide solutions. Possess strong listening skill and empathy.
  • Able to diagnose complicated problems with users in a clear and precise manner. Always follow-up or escalate un-resolved issues to the next level in the team.

    Technical Skills Required

  • Preferred ITIL or other similar IT process certifications.
  • Experienced in managing service SLA and KPI
  • Working and hands-on experience with Knowledge Centered Serice (KCS) Framework.
  • Working experience with HTML and search engine optimization (SEO).
  • Mastery in Excel and / or Google Spreadsheet to be able to generate data visualization and performance metrics results.
  • We believe that the unique contributions of all Zoomies is the driver of our success. To make sure that our products and culture continue to incorporate everyone's perspectives and experience we never discriminate on the basis of race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status.

    Zoom is proud to be an equal opportunity workplace and is an affirmative action employer. All your information will be kept confidential according to EEO guidelines.

    We welcome people of different backgrounds, experiences, abilities and perspectives including qualified applicants with arrest and conviction records and any qualified applicants requiring reasonable accommodations in accordance with the law.

    If you need any assistance or accommodations due to a medical condition, or if you need assistance accessing our website or completing the application process, please let us know by emailing us at careers zoom.us .

    Zoom requires all U.S. employees who will work in person at a Zoom office, attend in-person Zoom meetings or have in-person customer meetings to be fully vaccinated.

    Zoom will consider requests for reasonable accommodations for religious or medical reasons as required under applicable law.

  • At Zoom, we care about our employees, their families, and their well-being. As part of our award-winning workplace culture and commitment to delivering happiness, our benefits program offers a variety of perks, benefits, and options to help employees maintain their physical, mental, emotional, and financial health;
  • support work-life balance; and contribute to their community in meaningful ways. To view our benefits, click here .

    Explore Zoom :

  • Hear from our leadership team
  • Browse Awards and Employee Reviews on Comparably
  • Visit our Blog
  • Zoom with us!
  • Find us on social at the links below and on Instagram
  • View more jobs, sign up for job alerts and join our talent community. Visit the Zoom careers site .
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