Service Operations Analyst

Basic qualifications:

Job purpose:

Service analyst role to perform the service performance and operations across Global Tax services. This role requires critical thinking, driving service culture, understanding and experience of service management process & technology, experience supporting governance, service performance management, service board and comm cells. This requires a balance for service operations experience, aptitude and learning agility to understand and document business processes. Technically experienced in analyzing, processing managing complex data and generating reports across and a global user base, levels of details and seniority.

Minimum requirements:

  • University qualified, a Bachelor or Masters degree - desired knowledge on Service Operational, Data Analytics, Communications
  • Ability to speak and write English and Polish.
  • Strong critical thinking, analytical skills with a demonstrated ability to extensively analyse data
  • Strong customer focus
  • Experience working in a service operations environment, e.g. ITIL
  • Ability to understand, map and identify improvements to business processes
  • Demonstrated attention to detail
  • Good written and verbal communication and people skills
  • Ability to produce persausive and consise documents
  • Ability to work off own initiative and comfortable with delegated responsibility
  • Ability to work within a team

Preferred qualifications:

  • ITIL Service Foundations
  • ADP - A3
  • BPMN
  • Experience managing complex data, using reporting tools such as QlikView, SQL etc, Remedy Reporting, Voc Feedback, Orion


Main responsibilities:

Delivery/Operational responsibilities

  • Execution & tracking of the training and communication strategy including production of training material.
  • Management of the Community Site, Service Portfolio and other communication channels, e.g. Town Halls
  • Produce service metrics working with service pillars and compile into monthly reports for distribution and escalation, identifying trends, patterns and improvements using data
  • Facilitate Service Governance, Service Performance Management and Comm Cells & perform data management, linking technology and business process to deliver drive efficiency across service.
  • Perform analysis to drive vendor performance management working with different stakeholders across the service.
  • Establish and embed standard service processes e.g. risk, change, access management with relevant governance and training.
  • Roll out standard ways of working supporting the service to function consistently and effectively.
  • Establish and embed service process improvements with degree of automation where applicable to increase operational efficiency.

Service Planning and Evolution

  • Execute mitigation and implementation actions as requested
  • Proactively highlight continuous improvements to process

Customer Relationship Management

  • Maintain operational relationship with chairman and members of the governance board
  • Gathering of informal customer feedback from stakeholders and customers and communicate results

People/Team Management

  • Active team member working across the matrix organisation, supporting Service Operations and Service Pillars
  • Active participation in regular comms cells, coaching & guiding to drive improvement

The closing date for application is 27th of Septemer 2017 . Please apply using the online application system.

Thank you for your interest in this role.

Contact information:

You may apply for this position online by selecting the Apply now button.

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