Business Analyst at Qualfon identifying process improvements through data analysis and operational insights in Mexico City.
About the role
- Service Analyst at CDL collaborating with teams to ensure service delivery compliance and maintain client relationships. Focusing on ITIL processes and customer service expectations.
Responsibilities
- Collaborate closely with Service Managers and Service Delivery Leaders to ensure all services delivery in accordance with established policies, processes, and procedures.
- Maintain direct communication with both internal and external clients.
- Work to agreed service level agreements (SLAs), supporting ITIL functions and assisting with the escalation process.
- Manage client expectations and demonstrate a strong commitment to customer service.
- Engage with all CDL support teams, fostering positive relationships and demonstrating excellent communication skills.
- Stay informed about CDL’s evolving technologies and services.
Requirements
- Experience with ITIL release, change, service management, and/or project management
- Ability to meet tight deadlines and manage work pressures effectively
- Experience working across various business areas, demonstrating strong customer focus and corporate awareness
- Excellent written and verbal communication skills, with the ability to liaise with both internal and external partners
- ITIL Foundation qualification (desirable but not essential)
- Proficiency in MS Outlook, Word, and Excel
- Demonstrated commitment to high standards of customer care
- Strong organizational and prioritization skills
- Ownership and accountability for tasks
- Effective problem-solving abilities
Benefits
- Hybrid Working (2 Days a Week in the office - SK4 2HD)
- Truly flexible working.
- 25 days holiday to start, increasing by 1 day per 1 year of service up to 30 days.
- Top employer for 9th year running
- Excellent training and development platform
- Opportunities for career progression
- Health and Wellbeing programme
- Virtual activities, lunch and learns, coffee mornings and meetups.
- Life and health assurance
- Electric Vehicle Scheme
- Established Recognition Award System
- Great Parental Benefits
- Diversity and Inclusion network
- Pension scheme
- Community projects and volunteer days
- Refer a friend bonus
- On-site free parking
- Open plan modern offices
- Quiet Spaces are also available
- Shuttle bus to and from the station
- Subsidised restaurant
- Games room and chill out zone
- Annual Hackathon & Deep Racer Events
- Social activities, regular social events through our social group Xtra, including a summer BBQ, competitions, bowling, go-karting, football games, Winter party and much more!
- Car wash, barber, yoga classes, boot camp and massage services all on site
- Cycle to work scheme
- Shower and dry rooms
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