Senior Analyst Service Improvement
6 days ago
Overview:
**Purpose**:
To assist Service Operations teams in maintaining service delivery quality through direct assistance in Process & Quality analysis & assessments
To lead resolution of service management issues and recommend and implement service management improvements in order to eliminate recurrent failures, improve customer satisfaction and service operations performance.
**Key Responsibilities**:
- Conduct Quality assurance of operational processes such as Incident Management, Problem Management and Change Management; and identify areas of improvement
- Identify and promote opportunities to achieve continuous improvement in operational and process performance
- Ensure a process of continuous quality improvement through the collection and analysis of stakeholder feedback, customer feedback and trend analysis
- Maintain standard reports, performance Metrics, templates, dashboards with insights, and scorecards for Operational teams, which are tailored in the level of detail for the appropriate stakeholders.
- Ensure supporting systems are maintained in compliance with the process and data sources standards
- Ensure that customer and product/service documentation is up to date in the KT and take appropriate actions to ensure they follow standard Process & Procedure guidelines
- Report monthly on the Quality Assurance performance of teams and provide feedback to the relevant management teams.
- To ensure the Service Operations team adheres to the highest working standards for all incidents, problems and changes by providing process & quality guidance support
- Ensure adequate coaching, training or development opportunities are identified and provided to Team Managers.
- Ensure process & quality input is provided to management for operation staff annual reviews & Performance appraisal process.
Qualifications:
**Experience**:
2 years quality assurance/control role or customer service role with emphasis on quality improvement.
- 1-2 years of experience in data and/or quality management
- 1-2 years of experience in the IT industry with the implementation of processes as per recognized industry standards
- 1-2 year’s experience with Microsoft PowerBI, Business Objects Software, Microsoft Excel & Microsoft access required
- Experience with ISO/IEC 20000, ISO 9001 or Quality Management standards desired
- Experience working in the Airport / Airline industry preferred.
**Knowledge and Skills**:
- Knowledge of ITIL and Service Management practices and procedures
- Knowledge of IT and network components and principles
- Analytical capabilities to spot trends via data analysis.
- Strong Microsoft office skills (MS PowerBI, MS Excel, Access, Word, PowerPoint etc.) or similar BI Tools
- Ability to work under pressure and to deal with multiple tasks
- Ability to document process & workflow/policy and produce detailed and procedural documentation
- Knowledge of Six Sigma or other industry standards desired
- Knowledge on Quality Management standards desired
**Profession Competencies**:
- Organizational Awareness
- Business Analysis
- Service Management Process
- Info Gathering & Processing
**SITA Core Competencies**:
- Adhering to Principles & Values
- Creating & Innovating
- Customer Focus
- Results Orientation
- Teamwork
- Communication
- Impact & Influence
- Leading Execution
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