We are looking for a Service Operations Analyst with a 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.