Main responsibilities of the roles are:
- To analyse data extracted from ITSM (ServiceNow), whether already transformed (PowerBI, Excel, ServiceNow reports) or in raw form.
- To identify blocking points and improvement opportunities in the way end-user support is delivered — not only within the company’s perimeter, but with a global view across all support teams.
- To identify potential candidates for Shift Left, Self-Help, or automation initiatives.
- To control and monitor support teams’ backlogs, raising alerts on issues such as ping-pong tickets, aging tickets, or recurrent bottlenecks.
- To liaise with support teams to understand how they operate and to detect possible improvements in ITSM workflows, communication, and processes.
- To collaborate with Everience Romania Knowledge Managers to highlight knowledge gaps or improvement areas that could lead to a higher resolution rate for company’s support teams acting within this scope.
- To prepare and draft PowerPoint presentations for customer meetings, reporting, or governance sessions.
- Knowledge of French (min. B1 level) and English (min. B2 level).
- Experience with ServiceNow reporting and ticket handling.
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Intermediate Excel knowledge.
- Strong analytical skills.
- Basic Power BI knowledge is considered a plus.
What we offer:
- Competitive salary
- Performance bonus
- Expense account for holidays
- Meal tickets and gift vouchers
- Training opportunities
- Regina Maria medical package
- Extra vacation days
- Fruits on the house
What about choosing much more than a job? #AJobThatMakesSense
All our positions are open to people with disabilities
