IT Service Management Analyst (удаленная работа)
(вакансия в архиве)

Вакансия: IT Service Management Analyst

Компания "Altenar"

The IT Service Management Analyst will be part of the Technology Operations team that bridges together the Altenar client-facing teams and the Technology Development/Operations teams. You will work closely with our tight-knit Commercial Account Management, Risk management and Customer service teams to ensure smooth definition of technical requirements and efficient resolution of issues. The right candidate needs to be a critical thinker, inquisitive and aggressively attentive to detail with the right level of technical understanding to bring business and technical people together.

The IT Service Management Analyst is able to understand the technical and product aspects of the

Sportsbook product and the various dependencies for its operation, without being a software specialist.

Responsibilities and Duties

● Communicate effectively with multiple Altenar Departments such as Commercial Account Management, Business Support (Risk management, Trading), Product Management, Application Support and Technology Operations to ensure that customer inquiries, and overall satisfaction exceeds expectations.

● Help Business Support with your technical expertise.

● Harness your technical knowledge to answer questions on the industry and give thoughtful insights on Support trends

Manage Service Management processes i.e Incident Management/Request Fulfillment/Problem Management/Change Management

● Ensure quality in the information gathered from operator product feature and bugfix requests and drive solutions through the software development lifecycle processes within the agreed timescales.

● Drive product improvement and business support efficiency by describing internal user experience in the form of business cases or user stories and working with software development teams to implement change

● Ensure all technical cases are solved with the client’s best interest in mind, and ensure underlying causes are addressed permanently.

● Build relationships with technical teams to be able to harness their specialist knowledge in the resolution of issues

● Contribute to beta testing of the features to provide early feedback regarding software deliverables taking into consideration real business cases

● Maintain third-party gaming supplier relationships to monitor operational performance and expedite escalation where required

● Gather more detailed information and assist in improving problem descriptions to support quicker resolution.

● Contribute to investigation and resolution where the IT Service Management Analyst is able to

● Support the Head of Service Management on Metrics reporting

● Facilitate maintenance and release schedules.

● Facilitate the continued development of KCS (Knowledge-Centered Support) by driving and

reviewing contributions to Altenar Knowledge base.

Qualifications and Skills

● Good communication skills in English (oral and writing)

● Solid knowledge of web technologies at a conceptual level.

● Working knowledge of Internet communication protocols and support technologies

● Information Security awareness

● Excellent interpersonal skills and experience working with remote teams

● Good understanding of ITIL

● Experience with ITSM tools

● Ability to present information in formal or informal settings at all levels of the organisation

● Technical education or prior experience in technical roles would be a plus

What we can give you:

● Good compensation and benefits

● Interesting work with smart colleagues

● Corporate English lessons

● Partisipating in professional events

● Tea, coffee and cookies :)