Service Operations Analyst – Ai

3 giorni fa

Lazio, Italia Estiatech - Passion For Technology A tempo pieno

We are looking for aService Operations Analystwith a solidtechnical 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 onback-office supportfor Service Managers, with additional responsibilities inAI-driven analysis and automation .Key ResponsibilitiesReporting & 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 managingIncident, Problem and Request Fulfillmentprocesses; monitor queues, follow up on outstanding tasks, and maintain the knowledge base (FAQ, runbooks, playbooks).AI & Automation:Prototypesimple 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.RequirementsTechnical background (STEM degree or equivalent hands-on experience).Working proficiency in English for written reports, presentations, and operational interactions.Strong proficiency with Microsoft Office, includingadvanced 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 HaveExperience in Service Management or IT Operations (ticketing, KPIs, basic ITSM processes).ITIL®understanding (certification is a plus).Experience with Copilot and foundations inAI/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 industryProgramming and system integration skillsSoft SkillsClear 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 OfferAn international environment and high-visibility digital services.Growth opportunities inITIL/ITSMandAI/GenAI .Opportunities to experiment with automations and contribute to continuous improvement initiatives.

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