Service Operations Analyst – AI

1 giorno fa

Italia, IT EstiaTech - Passion for Technology A tempo pieno

We are looking for a Service Operations Analyst with a solid technical background (Early-career; 2-4 years of experience) to support a team of Service Managers in the production of service reports, analysis of operational metrics and KPIs, day‑to‑day management of digital services, and the analysis/development of AI/GenAI‑based automations. The role focuses on back‑office support for Service Managers, with additional responsibilities in AI-driven analysis and automation . Key Responsibilities Reporting & KPIs: Produce and maintain periodic reports (SLA, OLA, service KPIs, trends, backlog), providing actionable insights to support continuous improvement. Data Analysis: Explore operational datasets, support data quality activities, develop metrics, and summarise findings for both IT and business audiences. Service Operations: Support Service Managers in managing Incident, Problem and Request Fulfillment processes; monitor queues, follow up on outstanding tasks, and maintain the knowledge base (FAQ, runbooks, playbooks). AI & Automation: Prototype simple automations (e.g., data extraction, ticket enrichment, communication templates) using Copilot/GenAI and light scripting. Contribute to the assessment of new AI use cases. Presentations & Communication: Prepare presentations and concise summaries for IT and business stakeholders in both English and Italian. Collaboration: Work daily with colleagues and partners worldwide (Operations, Service Desk, Vendors, Business teams). Documentation: Maintain and update service documentation in SharePoint and ServiceNow, ensuring proper traceability. Requirements Technical background (STEM degree or equivalent hands‑on experience). Working proficiency in English for written reports, presentations, and operational interactions. Strong proficiency with Microsoft Office, including advanced Excel (formulas, pivot tables, charts) and PowerPoint. Strong analytical and synthesis skills (data → insights → actions). Proactive mindset, ability to work independently, and effective teamwork. Nice to Have Experience in Service Management or IT Operations (ticketing, KPIs, basic ITSM processes). ITIL® understanding (certification is a plus). Experience with Copilot and foundations in AI/GenAI , prompt design, and micro‑automations. Experience producing reports in English and basic public speaking skills. Knowledge of ITSM tools: ServiceNow (preferred), Jira, ZenDesk, OTRS. Basic Python for lightweight tasks (data cleaning, small automations) or familiarity with querying datasets. Previous experience in the telecommunications industry Programming and system integration skills Soft Skills Clear communication, customer‑orientation, reliability. Problem‑solving, time management, and prioritization. Technological curiosity, eagerness to learn and experiment. International mindset, ability to work in distributed and multicultural teams. What We Offer An international environment and high‑visibility digital services. Growth opportunities in ITIL/ITSM and AI/GenAI . Opportunities to experiment with automations and contribute to continuous improvement initiatives.

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