Service Analyst Job Description
Service analyst
provides support for testing the Product Origination systems and ensures data properly interfaces to the core system.
Service Analyst Duties & Responsibilities
To write an effective service analyst job description, begin by listing detailed duties, responsibilities and expectations. We have included service analyst job description templates that you can modify and use.
Sample responsibilities for this position include:
Operational exposure/experience with telephony and customer relationship management systems is desirable
Willingness to learn new systems and methodologies
Pro-actively identify problems and trends and propose solutions and recommendations to optimise systems performance and stability
Gain knowledge of PTG Production Environment and the management of IT Service Continuity functions
Gain and build knowledge in IT Infrastructure and Disaster Recovery Procedure
Gain Project Management experience through involvement in tactical and strategic projects
Work closely with the Zurich team
Coordination of critical events for infrastructure maintenance / management across PTG
Preparation of disaster recovery plans
Organization of disaster recovery testing
Service Analyst Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for Service Analyst
List any licenses or certifications required by the position: ITIL, MCP, HDI, V3, SDI, FPI, PMP, MCSA, DDP, II
Education for Service Analyst
Typically a job would require a certain level of education.
Employers hiring for the service analyst job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Associate Degree in Education, Computer Science, Technical, Business, Engineering, Management, Information Technology, Finance, Associates, Health
Skills for Service Analyst
Desired skills for service analyst include:
Oracle data base administration
Platforms
Systems
Operational areas
Product Line
First Data’s products
Product/system functionality gained through experience
Research and testing
Networks
Systems and product functionality
Desired experience for service analyst includes:
COBIT and/or other similar industry best practices
Disaster Recovery coordination, Metrics provisioning, OLA/SLA Implementation experience will be an advantage
Equity or investment banking experience desired
Excellent systematic problem-solving skills, ability to think "outside the box" and understand department needs, awareness of calls in queue, real-time trending and staffing concerns
Awareness of service management and delivery best practices
Knowledge & experience of documenting and mapping processes
Service Analyst Examples
1
Service Analyst Job Description
Job Description Example
Our company is searching for experienced candidates for the position of service analyst. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for service analyst
- Monitors computer hardware, software and environmental factors impacting the performance of the systems
- Implementation, maintenance, and support of business recovery plans
- Contributing to the management of the production environment by creating and enhancing processes and best practices within the Service Continuity function
- Working with TIS/BCM teams, application developers and various support teams located in London, New York and Asia Pac
- Daily interaction with all customers including Sr Management up to and including the CEO
- Receive and log incoming request via phone calls, emails, web and in person from the end-user community, including remote locations
- Provide 1st and 2nd level solutions to technical problems over the phone or desk side (onsite) to minimize the loss of production time in accordance with current Service Level Agreements
- Keep customers apprised of ticket status in accordance with current Service Level Agreements
- Recommend or perform remedial action or refer/escalate complex issues to higher levels (3rd and vendors) of technical support
- Work with 3rd level and other internal resources, plus outside vendors and service providers as necessary to ensure that all referred incidents are resolved as quickly as possible
Qualifications for service analyst
- Awareness of acceptance and integration process and methods
- Awareness of Project and Change Management Processes
- Demonstrates strong communication skills orally and in writing
- Willing to ‘rock the boat’ deliver unwelcome messages arising from objective analysis of business data honestly, assertively and constructively
- Proven ability to support remote customers across different devices desktop, laptop, mobile, tablet, Mac
- Proven ability to work with the standard native Microsoft administration applications
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Service Analyst Job Description
Job Description Example
Our company is growing rapidly and is hiring for a service analyst. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for service analyst
- Ability to move PC related equipment (weight 10lbs-75lbs)
- Monitor agent activity & adherence (OPT) to facilitate productivity improvements and service level attainment, through liaison and escalation to Team Leaders & Service Performance Manager
- Monitor and distribute workload items in line with intraday plan
- Attend Conference calls with UK Team, Ops areas and possibly clients
- CMS skill changes as required
- Action authorised off the phone activity, shift changes, break & lunch amendments following recommendations from Service Performance Manager
- Ad-hoc scheduling amendments
- Manage off phone activity of agents to perform admin tasks at the most appropriate time so as not to impact SLA’s
- Running Intraday reforecasts within Aspect eWFM through assessing the impact on SLA’s from Sickness and adhoc shrinkage requests
- Liaise with Service Performance Manager & Operations Managers to decide on correct actions to achieve SLA’s
Qualifications for service analyst
- Bachelors degree in an IT-related discipline preferred
- Minimum 3 years full-time experience in technical support/help desk role
- Proven knowledge/competency in the below technical skills requirements
- Must be able to work in a fast-paced, high-pressure work environment
- Technical certification in relevant technical areas is desired
- Must be able to work flexible shifts (8am-8pm, M-F) and be available for 24/7 off-hours coverage rotation (nights
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Service Analyst Job Description
Job Description Example
Our innovative and growing company is looking to fill the role of service analyst. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for service analyst
- On a real time basis, review agents’ meetings & 1-1’s and move accordingly to achieve the best possible service level
- 7 day re-forecasts for all areas including full schedule optimisation for period
- Attendance at Planning meetings
- Ability to read, understand and communicate previous day performance, including service failure to Ops and possibly client
- Confidence and ability to take part in conference calls at all levels
- Building, developing and improving existing reporting
- Contact vendors to establish price and availability, application, shipping dates, catalog or issue number, of replacement parts and/or repair items for estimate jobs only
- Work closely with business units and other IT teams to understand business processes
- Translate business processes into functional and technical requirements
- Design, build, test, and deploy solutions to meet business requirements
Qualifications for service analyst
- Must be able to work well as a self-starter, and be able to work well independently and in a team environment
- 1+ year of Customer Service experience, preferably in a distribution or supply chain environment
- Microsoft Office/Suite proficient (Outlook, Excel, PowerPoint, Word)
- Experience and knowledge of general finance operations accounting processes
- Experience of handling queries and incidents effectively and in line with procedures
- Able to develop trusted relationships with key contacts
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Service Analyst Job Description
Job Description Example
Our growing company is looking to fill the role of service analyst. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for service analyst
- Investigate problems, find root causes, and assist in developing solutions
- Generate reports and KPIs
- Provide daily support of the ServiceNow platform
- Validate & execute orders for quality data including product files, SAP master & customer data, pricing discrepancies, order date alignment for truckload consolidation
- Run SAP reports to identify incomplete sales orders, required data maintenance, sales volume, on-time adherence
- Own Customer casefill and on-time (CCFOT) with goal to maximize casefill while ensuring on time delivery to customer
- Facilitate Service Contract processes from quoting to closure, ensuring on time completion and compliance goals met
- Facilitate communications between Field teams, customer and sales team on Service Contract, PM and Invoicing tasks
- Support Operations Manager on various Service Contract reports to ensure data accuracy in service management system and all Service Delivery tools
- Facilitate material return from customers
Qualifications for service analyst
- Ability to take ownership of queries by logging and tracking to resolution
- Ability to identify and implement opportunities for improvement across finance processes
- Able to act as a face of finance - taking an active role in delivering excellent service to all of finance's stakeholders
- Able to provide guidance to the business around key finance policies and procedures
- Experienced at problem solving and solution design
- Develop and maintain documentation and user guides
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Service Analyst Job Description
Job Description Example
Our company is growing rapidly and is hiring for a service analyst. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for service analyst
- Responsible for answering telephone calls in a polite and timely manner while achieving agreed call wait levels
- Take part in Major Incident Management in line with organisational processes
- Escalation point for analysts
- Champion of processes and procedures, to guide analysts when incidents are escalated
- Lead by example ensuring a consistent level of performance against management targets
- Partner with key account teams
- Provides excellent customer service by ensuring that Support services are delivered to meet customer business needs and expectations
- Providing Level 2 production support for Shared Services Applications
- Reviewing application / platform changes and ensuring that risks associated with change are understood and any pre go-live support requirements have been met
- Resolving Incidents and Service Requests
Qualifications for service analyst
- Experience of report development
- Experience of managing financial controls
- Identify service degradations associated with network events and incidents
- Minimum 3-5 years full-time experience in technical support/service desk role
- Technical certification in relevant technical areas is desired (A+, ITIL, Dell, Microsoft,CISCO etc)
- Must have excellent oral, written communication and time management skills