Operational Excellence Analyst

Location: Poland - Poznań (24/7) | Job-ID: 213401 | Contract type: Standard | Business Unit: Customer Success & Service Delivery

The Operational Excellence Analyst role is to work within the Service Desk to drive proactive changes that improve our service quality, customer satisfaction and reduce our cost to serve.

You will work as part of the Group Operational Excellence and Transformation teams ensuring that our Service Desks receive optimization changes in a positive manner and that we get the most out of them in the shortest amount of time possible.

As a future member of the team based in Poznań you will have the opportunity to drive: 

Knowledge management

• Actively develop knowledge sharing (KCS), adoption and process implementation.
• Implement and drive the Shift Left plan, which includes improving the internal Service Desk processes
• Ensure Knowledge Bases (KBs) are current, relevant and up-to-date
• Ensure continuous improvement of Knowledge Management (KM) processes and tools

Optimisation

• Create automated reports that focus on identifying current and future issues
• Provide appropriate analysis and recommendations to enable improvements on the contract
• Identify opportunities for optimization and automation within the client's environment
• Take direction and work collaboratively with Operational Excellence Specialists on all identified improvements
• Improve key metrics Channel Mix, FCR, MTTR, incident volumes (-) , incidents avoided (+) – general service improvement and knowledge development

Quality

• Provide appropriate benchmarking and recommendations to enable improvements on the contract
• Seek continuous improvement of the supports available to the customer (Knowledge base, communication channel etc.)
• Develop the quality management process and ensure that it is followed

Innovation

• Use data to identify opportunities to add value to the customer by creating use cases
• Share opportunities with other Computacenter accounts via Operational Management

You are the ideal candidate if: 

• You are fluent in English
• You have a good analytical mind
• Creating reports is natural for you
• You are bold with your curiosity & proactive nature
• You are an influencer on service improvement in an efficient way
• You have a proactive and solution-oriented approach
• You feel confident working in a team
• You have communication and interpersonal skills, including listening, relationship building, empathy and awareness of internal and external issues in a calm and polite manner

We offer various benefits such as: 

• Permanent employment contract 
• Competitive salary and annual bonus
• Excellent benefits portfolio where you decide what to choose (cafeteria style) 
• Global and local recognition programmes and contests 
• Private medical healthcare, additional day off for your birthday, access to the Employee Assistance Programme 
• Numerous local and global training opportunities, access to self-learning platform (Udemy) as well as language courses 
• You will join a dynamic and agile environment which provides an opportunity for you to make a real impact

Current information for our applicants

We have made our application and recruitment process virtual, we are excited to bring talent like you on board to join our growing teams within Computacenter. Our recruiters remain available to you should you have any questions. We are looking forward to getting to know you!

About us

Computacenter is a leading independent provider of IT infrastructure services, with about 20,000 employees worldwide. We work at the heart of digitisation, advising organisations on IT strategy, implementing the most appropriate technology and managing our customers’ infrastructures.

We offer a friendly, open working environment without too much fuss about hierarchy. We are looking for professionals with diverse competencies, personalities and strengths who want to live our shared value of teamwork and performance.

Interested in joining a company with a strong sense of community?

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