BASEL OFFICE - Analyst I, IT Service Center
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- Basel
- Unbefristet
- Vollzeit
The IT Service Center Analyst supports the Information Technology department by ensuring IT services meet quality standards, policies, and organizational goals, reporting to the Senior Manager, IT Delivery. The role focuses on quality assurance across the IT service lifecycle, promoting a strong customer service mindset and First Contact Resolution to identify and address issues early. The position collaborates closely with IT teams and business stakeholders to convert QA data into insights that improve service delivery and business outcomes.KEY RESPONSIBILITIES
- Driving awareness of requirements across business units and identify substandard systems processes through real-time data evaluation.
- Collaborate with cross-functional teams to translate business requirements into practical operational solutions..
- Analyse data to identify root causes and support effective problem-solving aligned with business needs.
- Evaluate processes, systems, and user needs to recommend and support technical solutions.• Support customer satisfaction by managing escalations and delivering accurate, timely reports.
- Maintain current knowledge of ServiceNow workflows and perform quality assurance activities.• Use ServiceNow, Power BI, and analytical tools to create reports and provide data-driven recommendations.
- Collaborate with management and cross‑functional teams to support business objectives and enhance the end‑user experience, particularly where backlogs or operational challenges arise.• Perform additional duties as required.
- Entry level experience with a minimum of 2-3 years’ experience in Information Technology QA role, or a related field.
- Excellent written, verbal, and interpersonal communication skills.
- Exceptional organizational and time management skills
- Strategic and creative mindset with high attention to detail.
- Ability to manage multiple tasks from beginning to completion independently and as part of a team.
- Analytical thinker with problem‑solving skills and the ability to identify patterns, errors, and data anomalies.• Customer-service oriented while successfully applying company policy and procedures.
- Highly computer literate with proficiency in MS Office, and related business and communication tools.
- Strong skills in data analysis tools like Microsoft Excel, including the use of advanced functions, pivot tables, and macros, are a plus for analyzing ticket data and generating insightful reports.
- Understanding of IT Service Management (ITSM), advantageous. Certifications such as CBAP (Certified Business Analysis Professional) are advantageous.
- Fast-growing and dynamic environment, a modern workspace, flexible working hours
Please apply via our website , including your CV in English and a one-page cover letter to introduce yourself and your interest for the role.